-- Ensure effective Floor Management to handle call volumes as per KPIs
-- Initiate and foster continuous improvement process (root cause/problem solving)
-- Scheduling adherence of the team (shift schedule and leave management)
-- Prioritize, respond and maintain the complaint management process
-- Participate in new hire interviewing and the candidate selection process
-- Responsible for the overall achievement of KPI performance by team
-- Monitor and measure performance of the team and individuals and provide performance feedback, as required and laid down in the project guidelines
-- Prepare, maintain and communicate team scorecards, as per the project requirements
-- Coordinate deputy responsibilities
-- Maintain team communication, conduct team meetings and huddles to discuss on key updates/issues. Memo preparation in written (e-mail form) after each and every Team huddle
-- Inform line of management on potential attrition/absents in timely manner and plan for back fill staffing
-- Adherence to project requirements during Business Continuity situation
-- Educate the team and management on project progress, performance and potential risks/issues
-- Ensure necessary technical and process related trainings are conducted by the SMEs in a timely manner, as appropriate.
-- Answer calls offered to service desk queue
-- Communicate all process and client changes to direct reports within specific timeliness
-- Modify Operations with approval of Operations Manager or above as needed to meet service level agreements
-- Review the KPI of the site on the daily / weekly Operations Calls
-- Monitor, identify and resolve performance/behaviour/attendance issues
-- Prepare consolidated daily /weekly / monthly reports
-- Administration (ensure proper HR related activities such as holiday planning/work documents, etc.)
-- Be available for possible travel
-- Active participation in strategic planning
-- Participation on client visits and project related calls
-- Presentation of Team performance/results towards the customers during weekly/monthly calls
-- Execution of any other tasks given by the operations manager/service delivery manager related to above role

Scope of Responsibilities:

-- Relationship building with support groups
-- Maintain employee morale and team concept
-- Adherence to Cognizant policies and procedures
-- Ensure 100% compliance by self and team for all policies and procedures
-- Maintain highest levels of motivation within team and responsible for retention

Required skills:

-- Fluency (advanced proficiency) in German + English language is a must
-- Motivation to acquire knowledge about various types of applications and business processes
-- The candidate must be eager to learn and understand complex IT infrastructure and operation procedures
-- Strong documentation skills
-- Process-oriented mindset
-- Excellent client-facing communication skills
-- Collaboration skills to work along with multiple resolver groups
-- Shift flexibility

What we offer:

-- Chance to be part of a rapidly expanding organization
-- Training and continuous learning and certification opportunities (we have the BEST and most professional TRAINING TEAM in our organization)
-- Multilingual environment, native colleagues (50% of the team is a native speaker of their support language)
-- Pleasant and inspiring working atmosphere with multicultural community and state-of-the-art technologies
-- Flexible working hours with home office possibility
-- Easy to access location and modern office building (easy to reach from city centre, 10-15 minute commute)
-- Competitive salary and cafeteria benefits; free sport allowance (near the office buildings), All You Can Move SportPass (at a discounted price), medical benefits and other perks
-- Reimbursable language courses
-- Team events and Company events (cool and youthful parties with team-games, cake-Friday, etc.)
-- High value awards and recognitions, annual bonus for top performers, and annual salary review