Operations Manager

Recruiter
Cognizant
Location
Mesa, AZ, USA
Salary
Competitive salary
Posted
25 Nov 2020
Closes
03 Dec 2020
Ref
9169534
Job role
Accountant
Experience level
Manager
The Operations Manager isa senior level specialist who is responsible for both executing and reportingupon their core team's work order. They are subject matter experts with athorough understanding of team specific tools, workflows, and policies, and actas the interface between management and the operators.

Role & Responsibilities

  • Leads the team of associates, teamleads, and supporting staff, answers team members' questions and providesadvice.
  • Ensure the team meets all contractual SLA targets alongwith helping others to meet the same


  • Responsible for reporting in weekly/monthly/quarterlybusiness reviews to client
  • Answer customer queries (email /chat/call) - supportassociate who needs assistance
  • Review and resolve customer escalations
  • Monitor individual / team performance, identifyimprovement areas/ training needs for the team, implement action plans and track closure


  • Train the new team members and work closely with them toinstruct them on company policies and best practices for resolving customerqueries
  • Drive skill enhancement initiatives in the team throughknowledge sharing, cross training and rotation

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