Job Title: Team Leader – Operations (BPO)
Location: Kuala Lumpur, Malaysia
Cognizant Technology Solutions are investing heavily in growing our brand and presence in Malaysia. As a result of recent successes with existing and new clients, we are looking to secure an experienced Team Leader to join our local teams.
This is an exciting opportunity for a highly motivated TL to join Cognizant and play a pivotal role in building, establishing and running new services for our Multinational Clients based in the region.
Individuals in this role are responsible for managing teams of associates & delivering business results in line with targets for the process. They are accountable for people management & process management.
Job Description
· Manage Day to Day operations, Service Levels and Floor Operations
· Organize team huddles and work towards keeping the team motivation at high levels
· Prepare the shift roster & review with SDM before sharing with the team
· Facilitate Administrative and operational needs of the team
· Ensure the team is always up to date with product and process knowledge and are adhering to workflow and process guidelines
· Partner with team members to enhance their potential and utilize their strengths to accomplish individual & team deliverables
· Support individual team members to improve on their opportunity areas
· Assign routine tasks to the team
· Accountable for meeting & exceeding the process SLAs (Productivity, Quality, Process Hygiene, Customer Satisfaction, Adherence to Schedule and Attendance. etc)
· Ensure that team is following the standard procedures
· Ability to learn to work with Google internal tools
· Provide updates to management on team performance
· Supports hiring and training
· Drive and own continuous improvements via technology and analytics interventions
· Meet & exceed contractual business targets
· Contribute in preparation of weekly, monthly & quarterly performance reviews with clients
· Prepare and report process performance metrics to stakeholders
· Adopt best practices from other processes/ verticals etc
· Establish strong relationships with clients
· Manage a team of ~ 20 associates
· Performance Management & Appraisals for the team
Qualifications & Experience:
· Qualified Graduate
· 24+ months of BPO experience with overall experience of 3-5 years
· Managed a team for at least 1 year
· Language Proficiency in English
· Handle Client Escalations
· High Analytical & Coordination skills are essential
· Documentation support, research & excellent project skills
· Very Good people management Skills
· Ability to follow through on projects assigned
· Internet Savvy
· Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
· Ability to work in a team
· Ability to perform in adverse situations
· Very Good MS office Skills and Google Docs
· Team player and self-starter with strong interpersonal and solution-oriented attitude and an ability to effectively operate with high energy and flexibility in a fast paced, constantly evolving team environment
· Demonstrated ability to synthesize information and see the big picture while effectively managing details
· Strong client-facing skills with excellent communication, negotiation and conflict management skills & Stakeholder management skills
· Ability to streamline complex processes and implement workflows designed to increase efficiency.
· Data driven with a keen eye for detail – proactive identification of failure points/ risks and develop action/ mitigation plans
About Cognizant:
Cognizant (Nasdaq: CTSH) engineers’ modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at www.cognizant.com or @cognizant.
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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 (NASDAQ: CTSH) es arquitecto de soluciones de IA y proveedor de servicios tecnológicos que traduce la inversión en inteligencia artificial en valor empresarial real mediante soluciones de IA de stack completo adaptadas a cada cliente. Su profundo conocimiento de la industria, los procesos y la ingeniería le permite integrar el contexto único de cada organización en sistemas tecnológicos que amplifican el potencial humano, generan un impacto real en el negocio y mantienen a las grandes empresas globales un paso adelante en un mundo en constante cambio. Para más información, visita www.cognizant.es o síguenos en @cognizant.
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.
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.