"Alerted.org

Technical Specialist - Ops Lead

_Hybrid role in Austin, Tx_

Job Summary

The Ops Leader is responsible for the day-to-day activities and guidance of their team members and requires candidates who can set targets implement guidelines and assist with any issues the employees may have. The lead needs to be focused on People Management Continuous Process Improvement and SLA Management. The lead is expected to ensure 100% compliance to SLAs including but not limited to Quality Utilization and Production.

Responsibilities

Excellent written reading & spoken communication skills in English required Language and understanding of local culture

Should have coaching and mentoring experience

Search skills ability to approach problems logically

Excellent people and performance management skills

High degree of problem-solving and analytical skills with strong attention to detail required

Ability to manage multiple tasks and competing priorities effectively under pressure and short time lines

Set a healthy environment in the team and positive mind frame in the individual

Ability to work in a fast-paced constantly evolving environment

Strong understanding of online & digital markets

Proven track record of exceptional performance and high productivity

Excellent client and process management skills

Understanding of the social space (trends influencers engagement things to be cautious of etc.)

Quick learning and understanding of complex processes

Ability to manage critical situations with minimum supervision

Customer service orientation and ability to work in a team

Should be comfortable working with explicit & extremely sensitive content

Candidate should be comfortable to work in 24*7 shifts with rotational weekly offs and shifts

Responsible for managing a team of 15-20 agents making sure daily KPIs are achieved

Mentor and groom the team members as per the career growth options

Managing team who review sensitive content sometimes involving graphic or otherwise disturbing subjects

Motivate and drive the team to ensure timely deliverables

Track and report daily volumes and quality stats to the TM and other stakeholders

Provide performance feedback coaching on the Analysis conducted by the QA

Report and Identify training requirements based on the data analysis for respective teams

Excellent SLA management skills & should have experience in preparing and reviewing RCA

Help improve the defined processes as we create more automation and gather information

Review team on bottom quartile management activities

Coordinate with non-operations team to make sure smooth BAU

TL will also be trusted to maintain a high degree of confidentiality while meeting strict deadlines

Flexible to work in assigned shift timings as per process requirements

4-7 years team handling experience

Program Manager Problem Solver Solution Driven Crisis Handler

Responsible for executing action plans maintaining utilization coaching reporting & day to day ops

Conducts daily/weekly meetings to share business updates

Perform RCA to identify drivers impacting performance

Collaborating with QAs & Trainers to improve team performance

Ensure achievement of SLA targets

Work closely with SMEs on escalations Manage team queue and productivity

PoC for governance & escalations

Driving service delivery best practices SOPs and standardization

Maintain a unified business aligned culture

The TL should be able to display a high level of confidence in ensuring compliance to both Client and Cognizant policies and Code of Ethics. Team Leaders should know about team strategies working with remote teams using technology workplace diversity management styles mediation macro and micro-management.

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.