Receiving Implementation Manager

Responsibilities

Job Description:

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 SME’s 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. We’re committed to fostering an inclusive environment where everyone can thrive.

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