Receiving Implementation Manager

Job Description:

Responsibilities

The primary responsibilities of a Tech Lead are mentioned below but not limited to:

• Coaching of Frontline agents.

• Build and maintain linkages to Quality while being Process Champions.

• Establish and maintain linkages to MOD for SLA (Service level Agreement).

• Support and govern Case Management.

• Support Manager on programs related to TCE Cost and Operation effectiveness.

• Technical leaders to team including L2/ Mentors.

• Incentives R&R administration and Leave Planning for the team.

• Maintain and distribute daily reports related to open volume FCR etc. and analysis.

• Segregate the work between SMEs and agents.

• Support and attend to Supervisory calls.

• Drive daily huddles along with Team Manager

• Transactional escalation handling and provide timely RCA on key escalation / necessary transactions.

• Coordinating with delivery excellence teams to drive the operational rigor.

• Participating / drive CIP where required.

• Operational review meeting

  Certifications:

• ITIL 4 Foundation
• Certified ScrumMaster (CSM)
• Lean Six Sigma Green Belt
• PMI Agile Certified Practitioner (PMI-ACP)

At DXC Technology we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing productivity individual work styles and life circumstances. Were committed to fostering an inclusive environment where everyone can thrive.

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