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
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 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.
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 [email protected] with your request and contact information.
While our system allows application in all languages, job required language(s) and proficiency level(s) vary. However, basic English proficiency is required for Company-wide communications purposes.
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.