Team Manager-Ops
Cognizant
Date: 11 hours ago
City: Chennai, Tamil Nadu
Contract type: Full time
Role : IT Help Desk Analyst ( Technical Voice process)
Shift Timing: 24/7
Location: Chennai
Role: Team Leader
Experience :8- 12yr
Job Description
Shift Timing: 24/7
Location: Chennai
Role: Team Leader
Experience :8- 12yr
Job Description
- 8+ years of experience working in a technical customer support Voice process including experience working directly with product and/or engineering teams.
- Knowledge of CRM application for case management. ServiceNow, Salesforce, Dynamics CRM application, JIRA or equivalent incident and projects management software for creating/filtering tickets and managing user inquiries.
- Demonstrate ability to learn new skills and quickly absorb and interpret new information, products, and features from the perspective of the customer.
- Excellent writing and editing skills, and experience of presenting complex technical information in an easily comprehensible way for non-specialist readers.
- Should possess excellent customer service skills
- Ability to work in a demand-driven environment, motivated by a willingness to respond rapidly and effectively to the needs, prioritizing and managing multiple requests from different teams.
- Fluency in English.
- Excellent written and verbal communication abilities and high emotional intelligence including active listening, and effective response skills.
- Familiarity with reporting and analysis, especially MS Excel
- Meticulous attention to detail and a commitment to quality.
- Experience 2+ handling team experience is must
- Familiarity with Performance Management, Quality Management & TNI
- Has performed Appraisal for employees
- Ability to Lead
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