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
La Comunidad Cognizant:
Somos un equipo que se aprecia y apoya mutuamente. Nuestros asociados trabajan en un entorno colaborativo e integrador en el que todos pueden prosperar.
- Cognizant es una comunidad global con más de 300.000+ asociados en todo el mundo.
- No solo soñamos con un mundo mejor, sino que trabajamos para hacerlo realidad.
- Cuidamos de nuestros asociados, clientes, socios, comunidades y entorno haciendo lo correcto.
- Fomentamos un entorno innovador en el que puedes desarrollar tu carrera profesional.
Acerca de nosotros
Cognizant es una de las principales empresas de servicios profesionales del mundo, transformando los modelos de negocio, operativos y tecnológicos de los clientes para la era digital. Nuestro enfoque consultivo único, basado en la industria, ayuda a los clientes a visualizar, construir y gestionar negocios más innovadores y eficientes. Con sede en los EE. UU., Cognizant (miembro del NASDAQ-100 y uno de los mejores empleadores del mundo según Forbes en 2024) está constantemente listado entre las empresas más admiradas del mundo. Descubra cómo Cognizant ayuda a los clientes a liderar con lo digital en www.cognizant.com.
Cognizant es un empleador que ofrece igualdad de oportunidades. Tu solicitud y candidatura no serán consideradas en base a raza, color, sexo, religión, credo, orientación sexual, identidad de género, origen nacional, discapacidad, información genética, embarazo, condición de veterano o cualquier otra característica protegida por las leyes federales, estatales o locales.
Si tienes alguna discapacidad que requiera ciertas adaptaciones para buscar un puesto de trabajo o presentar una solicitud, envía un correo electrónico a [email protected] con tu solicitud e información de contacto.
Advertencia:
La información sobre remuneración es exacta a la fecha de esta publicación. Cognizant se reserva el derecho a modificar esta información en cualquier momento, sujeto a la legislación aplicable.Es posible que los candidatos deban asistir a entrevistas en persona o por videoconferencia e, incluso, que tengan presentar su documento de identidad vigente, durante cada entrevista.