Walkin in For Team lead (Customer support background)
- Cognizant
- 4 - 7 years
- Chennai
- 4 days ago
- Email to a friend
- Report this job
Job Description
Key Responsibilities Lead and manage a team of customer service associates across voice, chat, and email channels.
Ensure achievement of SLAs, KPIs, and client contractual requirements.
Provide real-time floor support, escalations handling, and operational governance.
Conduct regular performance reviews, coaching sessions, and capability upskilling.
Drive adherence to Cognizant policies, Information Security, and compliance standards.
Partner with Quality, WFM, Training, and Client stakeholders for continuous improvement.
Creating reporting and presentations to connect with internal and external stakeholders. Required Experience & Skills 58 years of experience in Contact Center / BPO operations
Minimum 2 years experience as Team Lead / Assistant Manager
Experience handling Inbound, Outbound, Chat, and Email processes
Hands-on experience with CRM tools, telephony systems, and WFM tools
Strong analytical, communication, stakeholder management, and leadership skills
Strong proficiency using Google and Microsoft products. Shift Requirements Willingness to work in 24/7 rotational shifts including nights, weekends, and public holidays. Work from Office
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Team LeaderEmployement Type: Full timeContact Details:
Company: CognizantLocation(s): Chennai
Keyskills: voice bpo Email Support international voice process chat International Non Voice non voice International Chat Process Chat Process
Similar positions
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in