Team Lead- customer service
- Cognizant
- 4 - 9 years
- Hyderabad
- 8 months ago
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Job Description
Designation: Team Lead
Job Expectations:
- Directs & supervises team to achieve assignments using established guidelines, procedures and policies.
- Follow departmental policies and procedures when working on projects.
- Plan, organize and prioritize work efficiently, multi-task, and work well under pressure with minimal direction.
- Work well with others in team-oriented environment and to gain their cooperation
- Under the direction of the site leads, implement strategies to successfully manage the day to day operations
- Operational work related to various aspects of the hiring life cycle- including working with large volumes of data, spreadsheets and metrics analysis
- Working with team across globe with different stakeholders
- Meet the set business targets
- Drive the team to achieve individual as well as team target
- Coach, mentor and share feedback to the trainees/ team
- Set a healthy environment in the team and positive mind frame in the individual
- Ensure daily productivity and quality metrics are met/exceeded
- Identifies opportunities for process improvements for direct team
- Involved in Hiring & staffing for the segment
Skills Required:
- Minimum qualification - Graduate in any discipline
- Ability to handle, heavy data related assignments. Ability to multitask based in priorities
- 5 to 8 yrs of work experience with BPS/ ITeS in a contact center environment
- Should have team leadership experience of minimum 3 years and should have managed a team of 20 member reporting under
- Strong MS Office skills, especially MS Presentation and MS Excel
- Multiple stakeholder management; Competitive/Market intelligence; Consulting skills; Forecasting skills; Good in analytical thinking, problem solving, Feedback & Coaching Skills
- Experience working with large volumes of data and data analysis
- Strong communication skills - ability to work closely with internal staffing client and communicate complex analytics in a structured and clear manner.
- Proven track record of exceptional performance and high productivity.
- Ability to work in a fast-paced, constantly evolving environment.
- Strong understanding of online & digital market.
- Should have great networking and rapport building skills. Should be able to communicate effectively with senior management executives
- Good skills performing online searches and data collection activities.
- High degree of problem-solving and analytical skills with strong attention to detail required.
- Detail oriented to ensure accurate issue tracking and reporting.
- Ability to manage multiple tasks and competing priorities effectively under pressure and short time lines.
- Capable of assuming the role of an "expert" for assigned projects.
Interested candidates please share CV on ka*********m@co******t.com
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer ServiceEmployement Type: Full timeContact Details:
Company: CognizantLocation(s): Hyderabad+ View Contact
Keyskills: Customer Service Operations
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