Immediate openings For Practice Lead
- Cognizant
- 6 - 9 years
- Noida, Gurugram
- 2 months ago
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Job Description
Roles & Responsibilities :
The practice team strategically aims at building on immediate initiatives that could have value if scaled. The team orchestrates with key stakeholders & teams in the medium term to drive a higher value output. This team provides strategic investment and tangible ROI over a long period. The team is expected to yield several benefits, including:
- Enable Service Expansion: Increase breadth and depth of services to new client accounts, countries and new product areas
- Enable High Quality Solutions: Help improve the implementation rate of some of the solutions executed by our delivery teams to clients
- Improve Products, Tools: Fix and shape products in the Digital Ads ecosystem by collaborating closely with our delivery teams on the floor in identifying opportunities to test, iterate and improve specific tools
- Build Skills(New products, externalize capability): Upskilling our delivery teams on product domain expertise around digital advertising, by partnering closely with our training teams to roll out programs and certifications to move up our associates in the value chain of troubleshooting
- Build Best Practices: Design, build and refine industry best practices and knowledge management resources around digital advertising like product playbooks, SOPs for both our external clients and internal delivery teams
- Drive Service Efficiency: Identifying opportunities to build, standardize new workflows and services automation by collaborating with our process excellence, analyst teams
Overall, the practice team motive is to establish Cognizant as the industry leader in providing exceptional customer service through our troubleshooting processes. This will be achieved by improving technical skills, communication, and problem-solving.
The Practice Lead responsibilities now encompass a broader range of process-related tasks, including:
- Practice Management: Manages the day-to-day operations of the practice in a specific region or area.
- Team Leadership: Leads and mentors a team of product practitioners.
- Stakeholder Engagement: Engages with clients to understand their needs and deliver solutions.
- Project Delivery: Ensures successful delivery of projects and client satisfaction.
- Collaboration: Collaborates with the global practice lead and other practice leads to share best practices and align with the overall practice strategy.
- Industry Exp : 6+ Years in Digital Marketing + KPI based optimization and troubleshooting
- Added Skill: Analytical, Ownership, Attention to details, RCAs, Training Delivery + Knowledge Management
- Partner Engagement: Engages with key clients to understand their needs and develop solutions.
- Business Development: Drives business development and revenue growth for the program
- Innovation: Create a culture of innovation and continuous improvement within the practice.
- Collaboration: Collaborates with other practice leads and stakeholders across the organization.
BAU SERVICES ASSIGNED
- Cx Sentiment analysis & related projects/ pilots
- New Pilot Launch Management
- Proactive Troubleshooting
- Product based tool Testing & Feedback
- New Launch Newsletters + Weekly Practice Update
- Enable L1 Agents - reduce L1.5 & L2 consults
- Esc / Sentiment / TRT Hotspots, and
- Support any ad hoc requests
- Skills & competencies :
Who can apply? Team Leaders with 1.5+ years of experience
6-8 years of experience in BPOs: Extensive experience in the business process outsourcing (BPO) industry, demonstrating a strong understanding of BPO operations, best practices, and challenges.
2-3 years of experience as a Team Leader: Prior experience leading and managing a team of agents in a BPO or contact center setting, demonstrating strong leadership, communication, and interpersonal skills.
Experience leading teams of 15-20 agents: Proven ability to effectively lead and manage teams of moderate size, ensuring team cohesion, productivity, and goal attainment.
Ability to handle high-level client escalations: Demonstrated ability to handle complex client issues and escalations with professionalism, diplomacy, and a focus on finding timely and effective solutions.
Ability to train resources and act as a subject matter expert: Strong training and coaching skills, with the ability to serve as a subject matter expert and provide guidance and support to team members when needed.
Hands-on experience in performance evaluation and development of action plans: Experience conducting performance evaluations, identifying performance gaps, and developing actionable plans for improvement.
Additional Skills: Advanced understanding of industry leading digital advertising tools such as Google Ads, Google Marketing Platform (GMP), Amazon advertising, Bing Ads, Facebook ads and others. Planning and implementing campaign restructures, experiments, ad copy testing and hunting down the last 1% of ROI improvement. Positive outlook, enthusiasm, resourcefulness and strong interpersonal skills.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success ManagerEmployement Type: Full timeContact Details:
Company: CognizantLocation(s): Noida, Gurugram
Keyskills: Stakeholder Engagement Partner Engagement Practice Management BPO industry
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