Service Desk Team Leader
Location: Budapest, Hungary
Work model: Hybrid
For our office in Budapest, we are looking for a Team Leader to lead a group of multilingual Service Desk Agents.
The Team Leader will be responsible for focusing on quality of customer experience delivered by the team, improving and understanding the quality parameters. Will also be responsible for day-to-day management of the team, including maintaining staff motivation and satisfaction level, scheduling adherence of the team and improving performance.
Responsibilities:
· Initiate and foster continuous improvement process (root cause/problem solving)
· Prioritize, respond and maintain the compliant management process
· Participate in new hire interviewing and the candidate selection process
· Monitor and measure performance of the team and individuals and provide performance feedback, as required and laid down in the project guidelines
· Prepare, maintain and communicate team scorecards, as per the project requirements
· Maintain team communication, conduct team meetings and huddles to discuss on key updates/issues
· Adherence to Cognizant policies and procedures
· Inform line of management on potential attrition/absents in timely manner and plan for back fill staffing
· Adherence to project requirements during Business Continuity situation
· Ensure 100% compliance by self and team for all policies and procedures
· Educate the team and management on project progress, performance and potential risks/issues
· Ensure necessary technical and process related trainings and conducted by the SMEs in a timely manner, as appropriate
· Prepare consolidated weekly/monthly reports
· Quality management (prepare for audits and/or Operations Maturity standards)
· Process documentation and knowledge base-maintenance
Required skills:
· Fluency in English is a must
· Fluency in one of the languages: German, Italian, Spanish or French is an advantage
· 1-3 years of Leadership experience
· 2-4 years of relevant work experience in Service Desk/Technical Support
· University or College degree
· Knowledge of service desk tools
· Good understanding of client business
· Good Analytical, coordination, communication and analytical skills are essential.
· Being able to work under pressure
What we offer:
· A chance to be part of a rapidly expanding organization
· Easy to access location and modern office building
· Competitive salary and cafeteria benefits; sport allowance, medical benefits
· Joining bonus
· Hybrid work model
· Team events, Company events
· Annual bonus for top performers and annual salary review
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Sobre nosotros:
Cognizant (NASDAQ: CTSH) es un 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.
Información adicional de empleo
La información de compensación es precisa a la fecha de esta publicación. Cognizant se reserva el derecho de modificar esta información en cualquier momento, sujeto a la legislación aplicable.
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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.
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