Cerner
Senior Team Lead, Client Support
PayCompetitive
LocationBangalore/Karnataka
Employment typeFull-Time
This job is now closed
Job Description
- Req#: 99341BR
- At least 6 years total combined related work experience and completed higher education, including:
- At least 1 year customer service, call center, hospitality and/or technical support work experience
- At least 5 years additional work experience directly related to the duties of the job and/or completed higher education
- High School Diploma
- At least 1 year people management, matrix management, project management or other indirect leadership work experience
- Bachelor's degree or equivalent relevant work experience
- Perform other responsibilities as assigned
- Willing to work additional or irregular hours as needed and allowed by local regulations
- Work in accordance with corporate and organizational security policies and procedures, understand personal role in safeguarding corporate and client assets, and take appropriate action to prevent and report any compromises of security within scope of position
We are excited to hire a Senior Team Lead, Client Support, at Oracle Cerner. As Senior Team Lead, Client Support, you will be responsible to plan and manage the operations of associates assigned to perform solution-related service request investigation, incident resolution, and application maintenance. You will be responsible to manage production support ticket queues. You will be responsible to manage the creation and maintenance of knowledge databases to support business processes to deliver more efficient problem identification and resolution. You are responsible to analyze incoming ticket data and seek opportunities to balance resources, improve processes and increase productivity. You will be responsible to identify trends and propose solutions to mitigate client and solution delivery satisfaction issues, manage client expectations, and develop plans to exceed client expectations. You will be responsible to plan, delegate and direct the team’s day-to-day work to achieve operational targets or objectives, contributing to the immediate results for the team or department. You will be responsible to communicate policies, practices, and procedures within the immediate area of responsibility to stakeholders within the department. You will be responsible to identify and lead team-level quality and process improvement initiatives. You will be responsible to deliver consistent and timely training, guidance, and feedback to encourage associate success. You will also be responsible to provide input on staffing and performance decisions for direct reports. You will supervise a team of associates.
Basic QualificationsAll employees must be legally authorized to work in the country where the position is located. Work visa sponsorship is not available for this position.
- At least 6 years total combined related work experience and completed higher education, including:
About the company
Cerner Corporation is an American supplier of health information technology services, devices, and hardware.