Gdańsk
Shift hours: 13:00 - 21:00
Detailed responsibilities:
- Manage a team consisting of 15-20 agents.
- Overall and individual supervision of efficiency and quality of the team.
- Providing support for the team members, conducting and documenting, huddles and feedback sessions meant for skill and discipline-related issues.
- Driving operation to meet service levels & KPI’s.
- Enforce real-time adherence in all Work Types within the scope of operation.
- Ensure a very high degree of client satisfaction by meeting all the SLAs– constant interaction with the client, reporting team performance, skilling status, etc.
- Providing visibility and reporting capabilities of KPIs.
- Preparing reports / graphs / Pivot reports / dashboards etc.
- Active collaboration with internal Cognizant teams and stakeholders to provide seamless service to the customer – attending meetings, handling additional tasks, sharing reports and insights.
Qualifications:
- Excellent written communication skills - English.
- Team Management experience (1-2 years) in a similar work environment preferably in BPO or Customer
- Service Area.
- Goal and result-oriented mindset.
- Customer focus
- Integrity and professional ethics, familiarity with business etiquette.
- Working experience of MS Excel - few examples but not limited to:
- Lookup Functions – VLOOKUP, XLOOKUP
- Logical Functions – IF, AND, OR, XOR
- Text Functions – FIND, SEARCH, PROPER, TRIM, CONCATENATE
- Formatting & Auditing
- Willingness to work from the office
We offer:
- Opportunity to be part of a rapidly expanding global organization with an irreproachable reputation.
- Pleasant and inspiring working atmosphere.
- Professional development and clear career path.
- Training & development opportunities.
- Competitive salary with cafeteria benefits.
About our Candidate Privacy Statement: https://www.cognizant.com/careers_resources/Cognizant_Candidate_Privacy_Statement_English_version.pdf
Poznaj
Cognizant
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.