Tl-chd & Troubleshooting

2 days ago

Hyderabad Telangana, India Cognizant Full time

**Cognizant is seeking a strong Team Lead to lead a team of customer support representatives.**

**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

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