Cognizant is a large IT Consulting firm that leverages modern technologies to transform a variety of business operations. The Team Lead will provide front line support and direction to our Rider Support Agents while ensuring quality service is provided during every rider, driver or dispatch interaction. This role involves learning and maintaining the knowledge of our partners’ brand, philosophy, products, and processes. This position will promote professional and personal development of agents through consistent performance evaluations, and training.
Please note that this role is Fully Onsite in Mesa, AZ. Only local candidates will be considered.
Role Responsibilities
- Manage and supervise a team of Rider Support Agents
- Ensure proficient training, professional development, and employee engagement is sustained in order to prepare, grow, and retain employees
- Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements (SLA)
- Analyze various reports and statistical data to measure productivity and identify root causes for underperforming areas
- Implement action plans and supervise action plans to completion.
- Monitor team for those who may or may not continue with the organization.
- Track and proactively address agent concerns.
- Use critical thinking to develop solutions to improve business performance and partner success.
- Motivate team members through relationship building and real-time coaching
- Coordinate changes in staffing schedules by collaborating with Workforce Management Team
- Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues and escalations.
- Bring in-depth operational knowledge and a thoughtful understanding when participating in client meetings.
- Demonstrate a positive work ethic and commitment to achieve best possible outcomes.
- Act as a mentor by exemplifying Cognizant’s Core Values.
Desired Skills & Qualifications
- At lease a High School diploma or equivalent is required
- Experience dealing with escalated issues in a contact center capacity
- Basic knowledge of Google Suite (sheets, slides, docs, drive)
- Ability to use spreadsheet applications to maintain/develop operational reporting
- Exceptional time management, organizational, and prioritization skills to complete work in a timely manner
- Ability to work a variety of shifts including days, evenings, overnight and holidays
- 1-2 years of overall experience in a client service environment
- Proven experience in team leading / people management (1+year)
- High school graduate
- Strong problem-solving skills and excellent attention to detail
- Effective interpersonal skills - verbal and written
- Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
Salary and Other Compensation:
The annual salary for this position is between $60,000 - $76,000 depending on experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
- Medical/Dental/Vision/Life Insurance
- Paid holidays plus Paid Time Off
- 401(k) plan and contributions
- Long-term/Short-term Disability
- Paid Parental Leave
- Employee Stock Purchase Plan
Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
Cognizant 是一家提供平等就业机会的雇主。在招聘过程中，您的申请和候选资格不会因种族、肤色、性别、宗教、信仰、性取向、性别认同、国籍、残疾、遗传信息、怀孕、退伍军人身份或任何其他受联邦、州或地方法律保护的特征而受到影响。
