Cognizant is seeking a strong Team Lead to lead a team of customer support representatives.
We are obsessed with delivering an amazing customer experience. The ideal candidates will be comfortable understanding of customer service, have an appetite for research and gathering data insights, a high level of comfort working with cross functional partners, and a strong analytical mindset. Successful team members have a passion for business success, strong attention to detail, analytical problem-solving abilities, keeping a high level of team motivation and keen eyes for operational inefficiencies. This position requires technical acumen, customer focus and a personable, professional, and collaborative style to solve a range of issues from product troubleshooting to billing.
Roles and responsibilities:
· Manage the overall performance of a team of customer service representatives
· Day-to-day team management in accordance with requirements and SLAs
· Prompt identification and resolution of issues including implementation of preventative measures.
· Provide high quality agent coaching to ensure proper understanding of products and services, compliance with client policies, and delivery of the best customer service
· Recruits, selects, hires, and trains new personnel and prepares them to respond to customer questions and complaints
· Provide exceptional people management, mentorship, and career development to members of your team, achieve low attrition levels and high employee engagement
· Drive team to deliver continuous improvement and productivity/quality gains
· Flag and escalate business risks timely
· Making sure the operations is running as well as it possibly can, with a smooth efficient service that meets the expectations and needs of internal stakeholders and the client
· Client interfacing
· improve operational systems, processes and best practices that guarantee organizational well-being and efficiencies
· Leverage service quality, growth, and efficiency metric reports to identify areas of opportunity to enhance agent performance and drive achievement of stated goals.
· Perform quality controls and monitor production KPI’s, prepare reports and analyze data for your team
· Ability to develop and implement strategic processes to increase consistency and promote overall growth of the project
· Flexible with timings to support operations
Required qualifications and experience:
· Graduate in any stream with a minimum of 6 years of relevant experience from BPOS/ Call Centers
· 3+ years of experience in team management, managing 20+ FTE
· 3+ years of people management experience, including managing leaders, and a strong desire to develop team members
· Experience in leading teams in customer support via voice and chat support or a call center environment
· Advanced customer focus and customer service skills
· Exceptional training and coaching skills to motivate employees
· Great verbal and written communication skills
· Have full understanding of creating and implementing scheduling and task distribution
· Dynamic leader with experience and passion for managing large and diverse teams across multiple sites in a fast-paced environment, able to deal with rapid change and ambiguity
· Strategic thinker with strong analytical and problem-solving skills
· Passion to create an exceptional experience and provide outstanding customer support
· Excited to be part of a global operations team, design effective business operations, tackle complex problems, and develop individual team members
· Adaptable and energized by a fast-paced environment
· Good in situational leadership, on the feet thinking.
· Analytically sound, ability to look through data and make learned decisions
· Adequate knowledge of organizational effectiveness and operations management
· Familiarity with business and financial principles and practices
· Ability to effectively communicate with all levels of the organization
· Proven track record of collaborating with cross-functional groups to produce results
· ISO, Six Sigma, PMO Certification is an added advantage
· Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is required a plus
コグニザントのコミュニティ
コグニザントは、クライアントのビジネス、運営、技術モデルをデジタル時代に合わせて変革する、世界有数のプロフェッショナルサービス企業の一つです。私たちの独自の業界ベースのコンサルティングアプローチは、クライアントがより革新的で効率的なビジネスを構想し、構築し、運営するのを支援します。米国に本社を置くコグニザント（NASDAQ-100のメンバーであり、Forbesの2024年世界最高の雇用者の一つ）は、常に世界で最も称賛される企業の一つに挙げられています。コグニザントがどのようにしてクライアントがデジタルでリードするのを支援しているかについては、www.cognizant.comをご覧ください。
- コグニザントは世界中に300,000+上の社員を擁するグローバルな会社会社です。
- 私たちはより良い方法を考えるだけでなく、それを実現していきます。
- 私たちは正しいことを行うことで、社員、顧客、会社、地域社会に貢献します。
- キャリアを築いていくことができる革新的な環境を育んでいきます。
コグニザントについて
コグニザント（Nasdaq-100: CTSH）は世界有数のプロフェッショナル・サービス企業であり、企業がテクノロジーの近代化、プロセスの再構築、エクスペリエンスの変革を実現し、変化の激しい世界で優位に立てるよう支援しています。
コグニザントは機会均等雇用を実践しています。応募および候補者としての選考は、人種、肌の色、性別、宗教、信条、性的指向、性自認、国籍、障がい、遺伝情報、妊娠、退役軍人としての地位、または連邦法、州法、もしくは地方自治体の法律で保護されているその他の特性に基づいて行われることはありません。
求人情報の検索や応募書類の提出に配慮を必要とする障害をお持ちの方は、[email protected] までご要望と連絡先をお知らせください。
免責事項
報酬情報は、この掲載日現在のものです。コグニザントは、適用される法律に従い、いつでもこの情報を修正する権利を有します。
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