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Program Manager

2 weeks ago

Cebu City, Central Visayas, Philippines Cognizant Full time

About the Job

Cognizant seeks a skilled Program Manager - Customer Service to lead our customer service delivery efforts. As a key member of our operations team, you will oversee the execution of programs at the program level, working closely with Team Leads and Workflow Leads to ensure successful outcomes.

You will be responsible for managing a team of Team Leaders / SME's to deliver client and business program goals and metrics, collaborating with training leads to identify opportunities and improvements for overall agent training, and staying current with change management and procedures with changes implemented.

Responsibilities
  • Manage a team of Team Leaders / SME's to deliver client and business program goals and metrics.
  • Collaborate with training leads to identify opportunities and improvements for overall agent training.
  • Collaborate with QA to identify trends and re-educate team members as determined necessary.
  • Stay current with change management and procedures with changes implemented.
  • Address staffing when large changes roll out to ensure no interruption to client and customer.
  • Act as Cognizant and Client/Customer point of contact in conjunction with Workflow Leads for issues relating to account.
  • Receive and resolve client escalations.
  • Notify senior management of client challenges/concerns and resolution.
  • Review individual weekly score cards of associates with Team Lead and QA Team.
  • Verify associates are meeting required metrics to support clients and customers.
  • Align targets, implement guidelines, monitor KPI's and assist with any challenges the Team may come across.
  • Communicate to team the company objectives to align with the client's agenda.
  • Participate in preparation of contact center performance reports by collecting and analyzing contact agents' data from Team Lead.
  • Mentor to Team Leads on performance evaluation and employee engagement.
  • Champion both staff development and performance management as appropriate.
  • Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.).
  • Collaborate with WFM and RTA to ensure priority times are covered.
  • Review budgeting and tracking expenses with Service Delivery Manager.
  • Maintain and improve call center operations by monitoring system performance; identifying and resolving challenges; and change control.
  • Review and modify daily, weekly and monthly timesheet and end-of-month billing and provide final sign-off for workstream billing and invoicing.
  • Running point on program governance structure to validate SLA and metric goals are met by the establishment of SMART goals at the team and agent levels.