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Cognizant
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TL-CHD & Troubleshooting

TL-CHD & Troubleshooting

Cognizant

6 years

0 Lacs

Hyderābād

Posted:2 weeks ago| Platform: GlassDoor logo

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Skills Required

troubleshooting support service research data collaborative management coaching compliance development drive interfacing efficiency reports controls analyze consistency chat training communication scheduling design leadership effectiveness sigma certification excel

Work Mode

On-site

Job Type

Part Time

Job Description

Cognizant is seeking a strong Team Lead to lead a team of customer support representatives.

We are obsessed with delivering an amazing customer experience. The ideal candidates will be comfortable understanding of customer service, have an appetite for research and gathering data insights, a high level of comfort working with cross functional partners, and a strong analytical mindset. Successful team members have a passion for business success, strong attention to detail, analytical problem-solving abilities, keeping a high level of team motivation and keen eyes for operational inefficiencies. This position requires technical acumen, customer focus and a personable, professional, and collaborative style to solve a range of issues from product troubleshooting to billing.
Roles and responsibilities:

Manage the overall performance of a team of customer service representatives

Day-to-day team management in accordance with requirements and SLAs

Prompt identification and resolution of issues including implementation of preventative measures.

Provide high quality agent coaching to ensure proper understanding of products and services, compliance with client policies, and delivery of the best customer service

Recruits, selects, hires, and trains new personnel and prepares them to respond to customer questions and complaints

Provide exceptional people management, mentorship, and career development to members of your team, achieve low attrition levels and high employee engagement

Drive team to deliver continuous improvement and productivity/quality gains

Flag and escalate business risks timely

Making sure the operations is running as well as it possibly can, with a smooth efficient service that meets the expectations and needs of internal stakeholders and the client

Client interfacing

improve operational systems, processes and best practices that guarantee organizational well-being and efficiencies

Leverage service quality, growth, and efficiency metric reports to identify areas of opportunity to enhance agent performance and drive achievement of stated goals.

Perform quality controls and monitor production KPI’s, prepare reports and analyze data for your team

Ability to develop and implement strategic processes to increase consistency and promote overall growth of the project

Flexible with timings to support operations

Required qualifications and experience:

Graduate in any stream with a minimum of 6 years of relevant experience from BPOS/ Call Centers

3+ years of experience in team management, managing 20+ FTE

3+ years of people management experience, including managing leaders, and a strong desire to develop team members

Experience in leading teams in customer support via voice and chat support or a call center environment

Advanced customer focus and customer service skills

Exceptional training and coaching skills to motivate employees

Great verbal and written communication skills

Have full understanding of creating and implementing scheduling and task distribution

Dynamic leader with experience and passion for managing large and diverse teams across multiple sites in a fast-paced environment, able to deal with rapid change and ambiguity

Strategic thinker with strong analytical and problem-solving skills

Passion to create an exceptional experience and provide outstanding customer support

Excited to be part of a global operations team, design effective business operations, tackle complex problems, and develop individual team members

Adaptable and energized by a fast-paced environment

Good in situational leadership, on the feet thinking.

Analytically sound, ability to look through data and make learned decisions

Adequate knowledge of organizational effectiveness and operations management

Familiarity with business and financial principles and practices

Ability to effectively communicate with all levels of the organization

Proven track record of collaborating with cross-functional groups to produce results

ISO, Six Sigma, PMO Certification is an added advantage

Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is required a plus

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TL-CHD & Troubleshooting