Team Lead

at  Cognizant Technology Solutions

JOB DESCRIPTION:

• Manage Day to Day operations, Service Levels and Floor Operations
• Organize team huddles and work towards keeping the team motivation at high levels
• Prepare the shift roster & review with SDM before sharing with the team
• Facilitate Administrative and operational needs of the team
• Ensure the team is always up to date with product and process knowledge and are adhering to workflow and process guidelines
• Partner with team members to enhance their potential and utilize their strengths to accomplish individual & team deliverables
• Support individual team members to improve on their opportunity areas
• Assign routine tasks to the team
• Accountable for meeting & exceeding the process SLAs (Productivity, Quality, Process Hygiene, Customer Satisfaction, Adherence to Schedule and Attendance.. etc)
• Ensure that team is following the standard procedures
• Ability to learn to work with Google internal tools
• Provide updates to management on team performance
• Supports hiring and training
• Drive and own continuous improvements via technology and analytics interventions
• Meet & exceed contractual business targets
• Contribute in preparation of weekly, monthly & quarterly performance reviews with clients
• Prepare and report process performance metrics to stakeholders
• Adopt best practices from other processes/ verticals etc
• Establish strong relationships with clients
• Manage a team of ~ 20 associates
• Performance Management & Appraisals for the team

QUALIFICATION & EXPERIENCE:

• Qualified Graduate
• 24+ months of BPO experience with overall experience of 3-5 years
• Managed a team for at least 1 year
• Language Proficiency in English and at least 1 other local languages (Malay, Mandarin, Tamil, Hokkien)
• Handle Client Escalations
• High Analytical & Coordination skills are essential
• Documentation support, research & excellent project skills
• Very Good people management Skills
• Ability to follow through on projects assigned
• Internet Savvy
• Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
• Ability to work in a team
• Ability to perform in adverse situations
• Very Good MS office Skills and Google Docs
• Team player and self-starter with strong interpersonal and solution oriented attitude and an ability to effectively operate with high energy and flexibility in a fast paced, constantly evolving team environment
• Demonstrated ability to synthesize information and see the big picture while effectively managing details
• Strong client-facing skills with excellent communication, negotiation and conflict management skills & Stakeholder management skills
• Ability to streamline complex processes and implement workflows designed to increase efficiency.
• Data driven with a keen eye for detail – proactive identification of failure points/ risks and develop action/ mitigation plans
  About Cognizant:
  Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we’re improving everyday life. See how at www.cognizant.com or @cognizant.

Please refer the Job description for details