WHAT WE DO

At Cognizant, we are dedicated to helping the world’s leading companies build stronger businesses — helping them go from doing digital to being digital.
In Poland, our offices are located in Gdańsk, Wroclaw, and Kraków. With the capacity to support various clients, we offer a world of opportunities for both professionals and graduates. You can expect five-star training, a chance to realize your career goals, and a range of benefits. Be Cognizant!

SKILLS AND QUALIFICATIONS:

• Experience: 4-6 years in social media management, influencer relations, or community management, with 2+ years in a team lead role. Experience handling high-volume outbound calls, chats, and email processes for creator outreach or customer support is essential.
• Leadership Skills: Proven experience in managing and coaching a team, with a strong ability to inspire and motivate.
• Communication Skills: Exceptional communication skills across various channels (calls, chats, emails), with an ability to connect with both team members and creators in a persuasive and professional manner.
• Digital and Social Media Expertise: Deep understanding of social media platforms and familiarity with video content trends and digital branding best practices.
• Analytical Skills: Advanced ability to monitor, interpret, and act on outreach metrics, using data to guide team improvements and outreach strategies.
• Process Optimization: Skilled in refining outreach workflows and processes for increased efficiency and scalability.
• Moderate Negotiation Skills: Competent in handling escalated outreach cases and managing productive creator relationships.
• Autonomy and Collaboration: Ability to operate independently while ensuring alignment with cross-functional teams and shared outreach goals.

BENEFITS:

• Extensive benefits package: Multisport Card, LuxMed medical healthcare including dental care, life insurance, cafeteria benefits,
• Open-minded and multinational environment,
• Opportunity to be part of a global organization focused on development,
• Professional development and clear career path,
• Training & development opportunities including language courses.
  For more information about us, visit Cognizant Poland.
  Stay up to date with our recent events – follow us on LinkedIn or Facebook.
  If you are looking for another opportunity and are interested in the company, do not hesitate to apply online!
  We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.
  

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ABOUT THE ROLE

We are seeking a dedicated Team Lead to oversee and manage a team of Community Support Specialists focused on engaging and supporting creators. This role emphasizes leadership in outbound engagement processes (calls, chats, emails) to identify, onboard, and support creators, especially those with high potential in video content. As the Team Lead, you will drive strategies for scalable creator outreach, ensuring consistent and high-quality support across multiple communication channels.

KEY RESPONSIBILITIES:

• Team Leadership and Support: Manage and mentor a team of Community Support Specialists, providing guidance, training, and resources to help them excel in multi-channel creator outreach (calls, chats, and emails) and engagement activities.
• Outreach Strategy Development: Collaborate with stakeholders to develop targeted strategies for creator outreach across calls, emails, and direct messaging channels. Ensure that the team uses effective scripts, templates, and best practices to drive high engagement and conversion.
• Performance Monitoring: Track and analyze key team performance metrics, including outreach volume, onboarding completion rates, response times, and engagement quality. Regularly review team performance, providing actionable feedback and coaching as needed.
• Weekly Business Reviews: Prepare and present weekly business reviews highlighting key metrics, outreach performance, creator engagement trends, and actionable insights to drive future improvements.
• Process Improvement: Identify opportunities to optimize outreach processes for efficiency and scalability, ensuring smooth and impactful interactions with creators across channels. Implement best practices for content sharing, follow-up, and tracking.
• Content and Asset Sharing: Oversee that team members share essential resources, best practices, and content guidelines with creators to maximize their success, focusing on video content that aligns with platform standards.
• Cross-Functional Collaboration: Work closely with Content Managers, editorial teams, and other internal stakeholders to support a seamless handoff process for ongoing creator management, aligning on creator acquisition and cultivation strategies.
• Issue Escalation and Resolution: Act as the main point of contact for escalated outreach-related issues, ensuring effective resolutions that maintain a high standard of creator satisfaction.
• Reporting and Insights: Collect, analyze, and report on outreach metrics and creator feedback, providing insights and recommendations to leadership for improving engagement and outreach strategies.