Configurations Team Lead Configurations Team Lead …

Cognizant
in San Jose, CA
Permanent, Full time
Be the first to apply
Competitive
Cognizant
in San Jose, CA
Permanent, Full time
Be the first to apply
Competitive
Configurations Team Lead

ConfigurationsTeam Lead Job duties
  • Provide configurations support for two mainstakeholder groups: customer support agents and the client's cross-functionalteams.
  • Manage multiple configuration workflows andworkloads for a team of Platform Specialists.
  • Train Platform Specialists in workflows, andmonitor and review their performance.
  • Work with client SMEs to resolve teamescalations and ensure on-time delivery of projects.
  • Communicate and help mitigate any risks inproject delivery.
  • Develop, write, and improve the standardoperating procedures (SOPs) for several workflows.
  • Capture and report on production metrics andkey performance indicators (KPIs).
  • Identify, plan, and implement operational andprocess improvements.
  • Prepare weekly, monthly, and quarterlybusiness reviews (WBRs, MBRs, and QBRs).
  • Interview, hire, and onboard new teammembers.
Minimum qualifications
  • BA/BS degree or equivalent practicalexperience.
  • 1-2 years of experience managing a team orowning technical workflows.
  • 2+ years of experience with content/knowledgemanagement systems.
  • 3-5 years of professional working experience.
  • Excellent interpersonal, written, and verbalcommunication skills.
  • Excellent problem-solving skills: systematic,strategic, and analytical capabilities.
  • Systematic problem-solving approach, coupledwith a strong sense of ownership and drive.
  • Proficient with Google Docs Editors such asGoogle Docs, Google Sheets, and Google Slides.
  • Proficient with Google Slides, PowerPoint, orother presentation software.
  • Ability to work in a fast-paced environmentand tight deadlines.
Preferred qualifications
  • Experience in customer service or technicalsupport operations is a huge plus.
  • Experience managing customer support issuetaxonomies.
  • Experience managing configurations forConversocial.
  • Advanced Google Sheets skills (e.g., vlookups,array formulas, RegEx, nested formulas, etc).
  • Proficient in Google Apps Script.


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