Cognizant is seeking a strong Team Lead to lead a team of customer support representatives.
We are obsessed with delivering an amazing customer experience. The ideal candidates will be comfortable understanding of customer service, have an appetite for research and gathering data insights, a high level of comfort working with cross functional partners, and a strong analytical mindset. Successful team members have a passion for business success, strong attention to detail, analytical problem-solving abilities, keeping a high level of team motivation and keen eyes for operational inefficiencies. This position requires technical acumen, customer focus and a personable, professional, and collaborative style to solve a range of issues from product troubleshooting to billing.
Roles and responsibilities:
· Manage the overall performance of a team of customer service representatives
· Day-to-day team management in accordance with requirements and SLAs
· Prompt identification and resolution of issues including implementation of preventative measures.
· Provide high quality agent coaching to ensure proper understanding of products and services, compliance with client policies, and delivery of the best customer service
· Recruits, selects, hires, and trains new personnel and prepares them to respond to customer questions and complaints
· Provide exceptional people management, mentorship, and career development to members of your team, achieve low attrition levels and high employee engagement
· Drive team to deliver continuous improvement and productivity/quality gains
· Flag and escalate business risks timely
· Making sure the operations is running as well as it possibly can, with a smooth efficient service that meets the expectations and needs of internal stakeholders and the client
· Client interfacing
· improve operational systems, processes and best practices that guarantee organizational well-being and efficiencies
· Leverage service quality, growth, and efficiency metric reports to identify areas of opportunity to enhance agent performance and drive achievement of stated goals.
· Perform quality controls and monitor production KPI’s, prepare reports and analyze data for your team
· Ability to develop and implement strategic processes to increase consistency and promote overall growth of the project
· Flexible with timings to support operations
Required qualifications and experience:
· Graduate in any stream with a minimum of 6 years of relevant experience from BPOS/ Call Centers
· 3+ years of experience in team management, managing 20+ FTE
· 3+ years of people management experience, including managing leaders, and a strong desire to develop team members
· Experience in leading teams in customer support via voice and chat support or a call center environment
· Advanced customer focus and customer service skills
· Exceptional training and coaching skills to motivate employees
· Great verbal and written communication skills
· Have full understanding of creating and implementing scheduling and task distribution
· Dynamic leader with experience and passion for managing large and diverse teams across multiple sites in a fast-paced environment, able to deal with rapid change and ambiguity
· Strategic thinker with strong analytical and problem-solving skills
· Passion to create an exceptional experience and provide outstanding customer support
· Excited to be part of a global operations team, design effective business operations, tackle complex problems, and develop individual team members
· Adaptable and energized by a fast-paced environment
· Good in situational leadership, on the feet thinking.
· Analytically sound, ability to look through data and make learned decisions
· Adequate knowledge of organizational effectiveness and operations management
· Familiarity with business and financial principles and practices
· Ability to effectively communicate with all levels of the organization
· Proven track record of collaborating with cross-functional groups to produce results
· ISO, Six Sigma, PMO Certification is an added advantage
· Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is required a plus
A comunidade Cognizant:
Somos uma equipe de alto calibre que aprecia e apoia uns aos outros. Nosso pessoal defende um local de trabalho enérgico, colaborativo e inclusivo, onde todos possam prosperar.
- A Cognizant é uma comunidade global com mais de 300,000 funcionários em todo o mundo.
- Não sonhamos apenas com um caminho melhor – nós fazemos acontecer.
- Cuidamos de nossas pessoas, clientes, empresa, comunidades e clima fazendo o que é certo.
- Promovemos um ambiente inovador onde você pode construir o plano de carreira certo para você.
Quem somos:
A Cognizant é uma das principais empresas de serviços profissionais do mundo, transformando os modelos de negócios, operação e tecnologia dos clientes para a era digital. Nossa abordagem consultiva exclusiva baseada no setor ajuda os clientes a visualizar, construir e administrar negócios mais inovadores e eficientes. Com sede nos EUA, a Cognizant (membro do NASDAQ-100 e uma das Melhores Empregadoras do Mundo da Forbes 2024) é consistentemente listada entre as empresas mais admiradas do mundo. Saiba como a Cognizant ajuda os clientes a liderar com o digital em nosso site.
A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.
Se você tem uma deficiência que requer adaptações razoáveis para procurar uma vaga de emprego ou enviar uma candidatura, envie um e-mail para [email protected] com sua solicitação e informações de contato.
Disclaimer:
As informações de compensação são precisas a partir da data desta publicação. A Cognizant se reserva o direito de modificar essas informações a qualquer momento, sujeito à lei aplicável.
Os candidatos podem ser obrigados a comparecer a entrevistas presenciais ou por videoconferência. Além disso, os candidatos podem ser obrigados a apresentar seu documento de identificação emitido pelo estado ou governo atual durante cada entrevista.
Embora nosso sistema permita a candidatura em todos os idiomas, o(s) idioma(s) e o(s) nível(is) de proficiência exigidos para o trabalho variam. No entanto, é necessário um nível básico de inglês para fins de comunicação em toda a empresa.