HTO Team Leader
Contract Type : FTFTE (Fix-term full time employee, 1 year contract)
Work Location : 100% onsite at client office (close to Shiba-Park)
Required Language : Native level Japanese and business level English
Overview :
Team Leader is responsible for the day-to-day activities and guidance of their team members and requires candidates who can set targets, implement guidelines, and assist with any issues the employees may have. TL needs to be focused on People Management, Continuous Process Improvement and SLA Management. The TL is expected to ensure 100% compliance to SLAs, including but not limited to Quality, Utilization and Production. The TL should be able to display a high level of confidence in ensuring compliance to both Client and Cognizant policies, and Code of Ethics. Team managers should know about team strategies, working with remote teams, using technology, workplace diversity, management styles, mediation, macro, and micro-management.
Core Competencies:
· Excellent written, reading & spoken communications skills in English &/ Required Language and understanding of local culture
· Should have had coaching and mentoring experience
· Search skills, ability to approach problems logically
· Excellent people and performance management skills
· High degree of problem-solving and analytical skills with strong attention to detail required
· Ability to manage multiple tasks and competing priorities effectively under pressure and short time lines
· Set a healthy environment in the team and positive mind frame in the individual
· Ability to work in a fast-paced, constantly evolving environment
· Strong understanding of online & digital markets
· Proven track record of exceptional performance and high productivity
· Excellent client and process management skills
· Understanding of the social space (trends, influencers, engagement, things to be cautious of etc.)
· Quick learning and understanding of complex processes
Other Requirements
· Ability to manage critical situations with minimum supervision
· Customer service orientation and ability to work in a team
· Strong keyboard and analytical skills
· Ability to perform in adverse situations
· Should be comfortable working with explicit & extremely sensitive content
Detailed Role & Responsibilities
· Responsible for managing a team of 15-20 agents making sure daily KPIs are achieved
· Mentor and groom the team members as per the career growth options
· Motivate and drive the team to ensure timely deliverables
· Track and report daily volumes and quality stats to the TM and other stakeholders
· Provide performance feedback, coaching on the Analysis conducted by the QA
· Report and Identify training requirements based on the data analysis for respective teams
· Excellent SLA management skills & should have experience in preparing and reviewing RCA
· Help improve the defined processes as we create more automation and gather information
· Review team on bottom quartile management activities
· Coordinate with non-operations team to make sure smooth BAU
· TL will also be trusted to maintain a high degree of confidentiality while meeting strict deadlines
Flexible to work in assigned shift timings as per process
The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.
- Cognizant is a global community with more than 300,000 associates around the world.
- We don’t just dream of a better way – we make it happen.
- We take care of our people, clients, company, communities and climate by doing what’s right.
- We foster an innovative environment where you can build the career path that’s right for you.
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
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, state or local laws.
Disclaimer:
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.