Embrace the future!
You will be part of a multicultural team based in Lisbon, where you will be managing a team of 12 -20 researchers and managing SLAs, driving process and operation improvement ideas and providing recommendations to strategic plans.
You can see the details below and we would be happy to address any questions you might have.
Day-to-day responsibilities:
- Leading a high-performing team through an exciting transition to build problem solving, critical thinking, analytical and technical capabilities.
- Sample based auditing and giving feedback to the associates.
- Owning and sharing the process update to all in the project.
- Identifying top defects & creating RCA
- Participating and arranging Feedback & Calibration sessions
- Collate and validate various data points with respect to the SLA and KPI of the process.
- Understand the data to prepare meaningful weekly or monthly reports on the teams’ performance
- Provide mentorship, guidance, and career development to your team.
- Monitor queues for variations and make adjustments as necessary to meet SLAs.
- Implement escalation channels in accordance with mutually agreed upon procedures
- Influence team strategy through effective communication.
Qualifications
- Fluency in English
- Min 1-year Supervisory experience in contact center environment and experience managing projects to established SLAs.
- Experience in rating calls/transaction, able to publish basic reports, Charts and data check using MS-Excel
- Working knowledge on Google Studio or PLX dashboard is an added advantage
- Excellent communication (verbal and written), facilitation and interpersonal skills.
- Ability to manage multiple tasks simultaneously and thrive in a complex, fast-paced environment with multiple priorities.
- Analytical with strong problem-solving and troubleshooting skills and the ability to exercise mature judgment and structured decision-making.
- Quick learner and adaptable to learn new processes, concepts, and skills.
- Strong attention to detail with a desire to deliver accurately, efficiently and to a high standard.
- Highly motivated with the ability to thrive in a fast-paced, high energy, and demanding team-oriented environment.
- Passion for social media and advertising.
- Neutral mind-set to alternative video content that needs classification.
Offer
Pleasant and inspiring working atmosphere
Opportunity to be part of a rapidly expanding global organization with irreproachable reputation
Professional development and clear career path
Training & development opportunities
Relocation applicable only for international candidates joining us from abroad.
Employee Status: Full Time Employee
Shift: Monday-Friday day time
Travel: No
Location: GOVO – Lagoas Park – Oeiras
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.
