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Academy BPO Team Lead

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Job summary

We are looking for a highly motivated and experienced BPO Team Lead to join our Academy team. The ideal candidate will have 5 to 8 years of experience with a strong technical background in D365 Retail Type Script and AX D365 Retail. This role requires working from the office during day shifts with no travel required. The successful candidate will oversee the daily operations of the BPO team ensuring high-quality service delivery and continuous improvement.


Responsibilities

  • Lead the BPO team in delivering exceptional service to clients ensuring all tasks are completed accurately and on time.
  • Oversee the implementation and maintenance of D365 Retail Type Script and AX D365 Retail solutions.
  • Provide technical guidance and support to team members helping them to resolve complex issues.
  • Monitor team performance identifying areas for improvement and implementing necessary changes.
  • Develop and maintain strong relationships with clients understanding their needs and ensuring their satisfaction.
  • Conduct regular team meetings to discuss progress challenges and opportunities for growth.
  • Ensure compliance with company policies and procedures as well as industry regulations.
  • Collaborate with other departments to streamline processes and improve overall efficiency.
  • Train and mentor new team members providing them with the skills and knowledge needed to succeed.
  • Analyze data and generate reports to track team performance and identify trends.
  • Implement best practices and continuous improvement initiatives to enhance service delivery.
  • Manage team schedules and workloads ensuring optimal resource allocation.
  • Address and resolve any client complaints or issues in a timely and professional manner.

    • Qualifications

  • Must have strong technical skills in D365 Retail Type Script and AX D365 Retail.
  • Should have a minimum of 5 years of experience in a BPO environment.
  • Must possess excellent leadership and team management skills.
  • Should have strong problem-solving and analytical abilities.
  • Must have excellent communication and interpersonal skills.
  • Should be detail-oriented and highly organized.
  • Must be able to work independently and as part of a team.
  • Should have a proven track record of delivering high-quality service.
  • Must be able to handle multiple tasks and prioritize effectively.
  • Should have a strong understanding of industry regulations and compliance requirements.
  • Must be proficient in using relevant software and tools.
  • Should have a commitment to continuous learning and professional development.
  • Must be able to work from the office during day shifts.

    • Certifications Required

  • Microsoft Certified: Dynamics 365 Fundamentals ITIL Foundation Certification

    • 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.

    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.

    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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