filter salaries All Filters (1)

Clear all

39 WFM Jobs in Hyderabad / Secunderabad

Openings For Quality and operation Manager - HYD

3-8 years

Hyderabad / Secunderabad

1 vacancy

Openings For Quality and operation Manager - HYD

Cognizant

posted 2d ago

Job Description

Summary:


The Escalation Lead plays a crucial role in ensuring customer satisfaction by managing the pulse of Escalations in the Partner Support Desk domain. They act as the bridge between Partners, Googlers and various internal teams, working to resolve critical problems and prevent future escalations. They are primarily responsible for identifying and quantifying process defects, developing and implementing solutions to improve processes, Measuring the impact of process improvements, reporting key areas of concern and progress in the process by collaborating with internal teams and clients.


Responsibilities:

  • Stakeholder Management: The Escalation Lead operates like an Account manager and regularly connects with stakeholders, presenting health of the process, discussing AOIs and glidepath with recommendations to improve process status.

  • Client Services: Gaining client confidence by preparing Data sets, deriving actionable insights and recommendations in WBR / MBR / QBR. The Escalations lead also outlines instructions to be followed by partners that share meaningful discussion / content in addition to the required data /operations performance trends.

  • Ownership: Manage escalated customer issues that includes taking ownership of critical problems, understanding the issue thoroughly, and developing a resolution plan. Escalation leads must work effectively with customers to manage expectations and provide regular updates.

  • Customer service: Even though they are dealing with complex issues, escalation leads must always provide excellent customer service. This means being patient, empathetic, and professional in all interactions.

  • Documentation: Develop and maintain escalation policies and procedures: Escalation leads play a key role in ensuring that the company has clear and effective escalation policies in place. They may also be responsible for training other employees on these policies.

  • Review: Review existing processes and identify opportunities for process improvement through data analysis, stakeholder collaboration, and observation.

  • Innovation: Provide recommendation for process redesign followed by seeking sign offs and documenting new processes and designing process flows

  • Knowledge Dissemination: Upon successful re-design and pilot, train existing partners on new processes (Train the trainer model). Create necessary communications for distribution to partners around process modification and changes.

  • Collaboration: Coordinate with cross-functional teams to resolve complex issues effectively communicating with various teams ensuring everyone is aligned towards a common goal.

  • Reporting: Gather data to analyze trends and identify root causes. By analyzing patterns in escalation data, escalation leads can identify systemic issues and work to prevent future escalations. They may also be involved in improving internal processes and procedures to streamline issue resolution.

  • Automation: Review, prioritize, streamline, automate and produce existing operational reporting to ensure the reports that are produced provide high value

  • Transition: Experience in developing and managing the implementation of new systems and processes

Eligibility Criteria:


  • Overall 5+ years of work experience. A min of 2-3 years experience in Account Management, Client services etc. and the rest in client management, service delivery, leadership roles in Operations, WFM, Quality, etc
  • Bachelor's degree in education, training, or a related field.
  • Excellent communication and presentation skills.
  • Ability to work independently and as part of a team.
  • Ability to manage multiple projects simultaneously.
  • Ability to work under pressure and meet deadlines.
  • Strong analytical and problem-solving skills.
  • Flexible working hours (coverage till midday PST hrs)
  • Proven track record of successfully leading process improvement initiatives, resulting in measurable outcomes.

Desired Skills:


  • Project management skills
  • Stakeholder Management
  • Negotiation skills
  • Conflict resolution skills
  • Six Sigma Green Belt certifications or Lean Six Sigma certification
  • M.B.A degree preferred

Project Management certified


Employment Type: Full Time, Permanent

Read full job description

Prepare for Operations and Quality Manager roles with real interview advice

What people at Cognizant are saying

5.0
 Rating based on 1 Operations and Quality Manager review

Likes

Awesome and best people around

  • Salary - Excellent
  • +6 more
Dislikes

Nothing as of now. The best work environment

Read 1 Operations and Quality Manager review

Operations and Quality Manager salary at Cognizant

reported by 4 employees
Lock Unlock
₹9.8 L/yr - ₹12 L/yr
At par with the average Operations and Quality Manager Salary in India
View more details

Compare Cognizant with

TCS

3.7
Compare

Infosys

3.6
Compare

Wipro

3.7
Compare

Accenture

3.8
Compare

Capgemini

3.7
Compare

Tech Mahindra

3.5
Compare

IBM

4.0
Compare

Deloitte

3.8
Compare

Amazon

4.1
Compare

Google

4.4
Compare

PwC

3.4
Compare

Persistent Systems

3.5
Compare

Ernst & Young

3.4
Compare

DXC Technology

3.7
Compare

HCLTech

3.5
Compare

Virtusa Consulting Services

3.8
Compare

KPMG India

3.5
Compare

Zoho

4.3
Compare

Nagarro

4.0
Compare

Oracle

3.7
Compare

Similar Jobs for you

Assistant Manager Quality at Chelsea Mills

Manesar

5-8 Yrs

₹ 5-7 LPA

Manager at Flipkart Internet Private Limited

Mohali

5-7 Yrs

₹ 9-13 LPA

Trainer at Cognizant

Hyderabad / Secunderabad

5-9 Yrs

₹ 7.5-9 LPA

Universal Trainer at Cognizant

Hyderabad / Secunderabad

6-10 Yrs

₹ 5-8.5 LPA

Deputy Manager at Vuram Technology Solutions Pvt Ltd

Pune

3-7 Yrs

₹ 5-9 LPA

Specialist at Hamly Business Solutions

Thanjavur

8-13 Yrs

₹ 5-10 LPA

Technical Account Manager at Cognizant

Hyderabad / Secunderabad

8-13 Yrs

₹ 7-11 LPA

Specialist at Flextronics Technologies(I) Pvt Ltd

Chennai

5-7 Yrs

₹ 4-7 LPA

Quality Manager at McCormick

Gurgaon / Gurugram

6-9 Yrs

₹ 8-11 LPA

Service Manager at Wipro

Gurgaon / Gurugram

5-10 Yrs

₹ 8.5-13 LPA

3-8 Yrs

Hyderabad / Secunderabad

2d ago·via naukri.com

4-9 Yrs

Hyderabad / Secunderabad

7d ago·via naukri.com

8-13 Yrs

Hyderabad / Secunderabad

13d ago·via naukri.com

2-7 Yrs

Hyderabad / Secunderabad

16d ago·via naukri.com

5-12 Yrs

Hyderabad / Secunderabad

9d ago·via naukri.com

0-1 Yrs

Hyderabad / Secunderabad

19d ago·via naukri.com

2-7 Yrs

Hyderabad / Secunderabad

21d ago·via naukri.com

15-18 Yrs

₹ 30 - 40L/yr

Hyderabad / Secunderabad, Chennai, Mumbai

2d ago·via naukri.com

10-15 Yrs

Hyderabad / Secunderabad, Bangalore / Bengaluru

13d ago·via naukri.com

5-10 Yrs

Hyderabad / Secunderabad

6d ago·via naukri.com
How was your last interview experience?

Recently Viewed

DESIGNATION

How was your last interview experience?
Rate your experience using AmbitionBox
Terrible
Terrible
Poor
Poor
Average
Average
Good
Good
Excellent
Excellent