Team Leader - Fraud & Risk
- Cognizant Technology
- 5 - 10 years
- Bengaluru
- 14 days ago
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Job Description
Role & responsibilities
- Responsible for managing a team of 20-25 agents making sure daily KPIs are achieved.
- Mentor and groom the team members as per the career growth options.
- Motivate and drive the team to ensure timely deliverables.
- Track and report daily volumes and quality stats to the TM and other stakeholders.
- Provide performance feedback, coaching on the Analysis conducted by the QA.
- Report and Identify training requirements based on the data analysis for respective teams.
- Excellent SLA management skills & should have experience in preparing and reviewing RCA.
- Help improve the defined processes as we create more automation and gather information.
- Review team on bottom quartile management activities
- Coordinate with non-operations team to make sure smooth BAU.
- Manage internal and external stakeholders for the business.
- TL will also be trusted to maintain a high degree of confidentiality while meeting strict deadlines.
- Flexible to work in assigned shift timings as per process requirements.
Preferred candidate profile
- A graduate with relevant experience of 5 8 Years which includes a minimum of 2 years of team handling (15+ FTEs) experience in payments (BFSI)
- Excellent written, reading & spoken communications skills in English.
- Search skills, ability to approach problems logically.
- Excellent people and performance management skills
- Understanding of the subject (trends, influencers, fraud, risk, things to be cautious of etc.)
- High degree of problem-solving and analytical skills with strong attention to detail required.
- Ability to manage multiple tasks and competing priorities effectively under pressure and short timelines.
- Set a healthy environment in the team and positive mind frame in the individual.
- Ability to work in a fast-paced, constantly evolving environment.
- Strong understanding of online & digital markets
- Proven track record of exceptional performance and high productivity
- Excellent client and process management skills
- Understanding of the social space (trends, influencers, fraud, risk, things to be cautious of etc.)
- Quick learning and understanding of complex processes.
- Comfortable to work in 24*7 shifts.
Job Classification
Industry: BPO / Call CentreFunctional Area: BPO / Call Centre
Role Category: Operations
Role: Team Leader
Employement Type: Full time
Contact Details:
Company: CognizantLocation(s): Bengaluru
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Fraud Alert to job seekers!
₹ 10-15 Lacs P.A
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Cognizant Technology
Cognizant Technology Solutions India Ltd Cognizant (NASDAQ: CTSH) is a leading provider of information technology, consulting, and business process services, dedicated to helping the world's leading companies build stronger businesses. Headquartered in Teaneck, New Jersey (U.S.), Cognizant combi...
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