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Team Leader

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Job summary

We are seeking a highly motivated and experienced BPO TeamLead Operations with 8 to 10 years of experience to join our dynamic team. The ideal candidate will have a strong background in MS Office and will be responsible for overseeing daily operations ensuring efficiency and driving team performance. This hybrid role offers the opportunity to work both remotely and on-site during day shifts with no travel required.


Responsibilities

  • Lead the BPO operations team to achieve daily weekly and monthly performance targets.
  • Oversee the implementation of operational strategies to enhance productivity and efficiency.
  • Provide guidance and support to team members to ensure high-quality service delivery.
  • Monitor and analyze key performance indicators to identify areas for improvement.
  • Develop and implement process improvements to streamline operations and reduce costs.
  • Ensure compliance with company policies and industry regulations.
  • Conduct regular team meetings to communicate goals expectations and updates.
  • Collaborate with other departments to resolve operational issues and improve overall performance.
  • Prepare and present reports on team performance and operational metrics to senior management.
  • Train and mentor new team members to ensure they are equipped with the necessary skills and knowledge.
  • Address and resolve any escalated customer issues in a timely and professional manner.
  • Foster a positive and collaborative team environment to drive employee engagement and retention.
  • Utilize MS Office tools to manage data create reports and analyze performance metrics.

    • Qualifications

  • Must have 8 to 10 years of experience in BPO operations.
  • Must have strong proficiency in MS Office including Excel Word and PowerPoint.
  • Must have excellent communication and interpersonal skills.
  • Must have proven ability to lead and motivate a team.
  • Must have strong analytical and problem-solving skills.
  • Must have experience in process improvement and project management.
  • Nice to have knowledge of industry regulations and compliance standards.
  • Nice to have experience in a hybrid work model.
  • Nice to have ability to work effectively in a fast-paced environment.
  • Nice to have strong organizational and time management skills.
  • Nice to have ability to handle multiple tasks and prioritize effectively.
  • Nice to have experience in training and mentoring team members.
  • Nice to have ability to prepare and present reports to senior management.

    • Certifications Required

    Certified BPO Professional (CBPOP) or equivalent certification in BPO operations.

    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.

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