Service Desk Team Leader
Location: Budapest, Hungary
Work model: Hybrid
For our office in Budapest, we are looking for a Team Leader to lead a group of multilingual Service Desk Agents.
The Team Leader will be responsible for focusing on quality of customer experience delivered by the team, improving and understanding the quality parameters. Will also be responsible for day-to-day management of the team, including maintaining staff motivation and satisfaction level, scheduling adherence of the team and improving performance.
Responsibilities:
· Initiate and foster continuous improvement process (root cause/problem solving)
· Prioritize, respond and maintain the compliant management process
· Participate in new hire interviewing and the candidate selection process
· Monitor and measure performance of the team and individuals and provide performance feedback, as required and laid down in the project guidelines
· Prepare, maintain and communicate team scorecards, as per the project requirements
· Maintain team communication, conduct team meetings and huddles to discuss on key updates/issues
· Adherence to Cognizant policies and procedures
· Inform line of management on potential attrition/absents in timely manner and plan for back fill staffing
· Adherence to project requirements during Business Continuity situation
· Ensure 100% compliance by self and team for all policies and procedures
· Educate the team and management on project progress, performance and potential risks/issues
· Ensure necessary technical and process related trainings and conducted by the SMEs in a timely manner, as appropriate
· Prepare consolidated weekly/monthly reports
· Quality management (prepare for audits and/or Operations Maturity standards)
· Process documentation and knowledge base-maintenance
Required skills:
· Fluency in English is a must
· Fluency in one of the languages: German, Italian, Spanish or French is an advantage
· 1-3 years of Leadership experience
· 2-4 years of relevant work experience in Service Desk/Technical Support
· University or College degree
· Knowledge of service desk tools
· Good understanding of client business
· Good Analytical, coordination, communication and analytical skills are essential.
· Being able to work under pressure
What we offer:
· A chance to be part of a rapidly expanding organization
· Easy to access location and modern office building
· Competitive salary and cafeteria benefits; sport allowance, medical benefits
· Joining bonus
· Hybrid work model
· Team events, Company events
· Annual bonus for top performers and annual salary review
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What we offer
- The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
- Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
- The opportunity to thrive on a high caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
- A comprehensive total rewards package, including a competitive salary and a pension plan with matching contributions.
- Flexible health and financial benefits to support you and your eligible dependents—from day one.
- True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.
About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Other employment-related information
Cognizant is an equal opportunity employer. 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 characteristic protected by federal, provincial or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
