Service Delivery Manager

Cognizant Technology
Published
September 10, 2021
Location
Atlanta, GA
Category
Job Type

Description

Skill & Qualification

  • The ideal candidate will have at least 5 or more years management experience in a fast paced, rapidly changing operations environment.
  • Bachelor’s degree in engineering or closely related business field or an equivalent combination of professional, directly related experience and directly related education
  • Should be currently working as Engineering Lead / Director Operations in an MNC BPO in Voice / Customer Care process in an International process in an MNC BPO.
  • Prior experience in leading international operations, Global Teams
  • The ideal candidate will have a strong commitment to leadership, employee development, an understanding of Lean and Six Sigma, and a keen interest in and familiarity with technical systems, in addition to an exceptional level of dedication, motivation, and intelligence.
  • The ideal candidate would have in-depth knowledge of training and development programs across multiple teams.
  • Demonstrated ability managing and developing large high-performance teams of associates/developer operations is required. Demonstrated familiarity with general principles of workflow in an inbound call/ chat/ email center, and current technologies to help manage that workflow. Must possess exceptional analytical capabilities.
  • Strong oral and written communication skills, as well as a strong technical and analytical aptitude are required.
  • Data Analytics - Have managed Business Intelligence requirements across Global teams. Managed or created content, measured the effectiveness of training programs is a big plus .

Technical Skills

  • Functional knowledge of the Android platform with the ability to explain the platform architecture such as hardware components, operating systems, services and applications
  • Functional knowledge of requirements gathering, customer engagement best practices and translating complex technical requests into practical customer solutions
  • Preferred but not mandatory:
    • Knowledge of HTML and standard web coding technologies
    • Functional experience in customer presentations

Soft Skills

  • You should be a confident presenter with the ability to persuasively articulate the Android mobility platform features, including in front of a large audience with various audience types
  • Have a strong understanding and passion for technology and enjoy keeping up to date with the latest products and how they work
  • Ability to effectively operate with flexibility in a fast-paced, constantly evolving team environment with minimum supervision
  • Must be a self starter, with a willingness to embrace change, quickly learn new technologies, work closely as a member of cross functional teams, and be open to new ideas and processes
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