Job Summary
Domain ITES BPO KPO
Designation Team Leader
Educational Background Minimum qualification in any graduate
Experience 5 to 6 years in an Technical Support or Customer service operations with minimum 1 year of experience as Team Leader on Paper
Shifts Rotational or Flexibility to work across shifts
Language English
Responsibilities
Manage and lead a team of 15 to 25 agents
Excellent verbal and written communication skills
Solid computing skills and well versed with Excel and PowerPoint
Multi tasking ability and attention to details
Team management experience with proven track record of upskilling of agents
Well versed with deepdive and RCA techniques
Proven expertise in KPI and SLA management for dynamic delivery setup
Effective performance planning for self and team time management and self organization
Provide Coaching and Feedback for Performance Improvement
Ability to achieve stretch targets and able to take decisions and manage complex or difficult employees situation
Primary POC for all escalations for both team and client
Understand Metrics Create Root Cause Analysis and Drive Improvement for the same
Willing to work in rotational shifts
The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.
- Cognizant is a global community with more than 300,000+ associates around the world.
- We don’t just dream of a better way – we make it happen.
- We take care of our people, clients, company, communities and climate by doing what’s right.
- We foster an innovative environment where you can build the career path that’s right for you.
About us:
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com
Our commitment to diversity and inclusion:
Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.
Disclaimer:
Compensation 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.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.