The Team Leader is leading a group of process executives for a prestigious technology client of Cognizant. It ensures the team is meeting client expectations of productivity, quality and CSAT. Ensures that the Service Level Agreements are met and keeps the team engaged to increase their performance.
- Workload distribution and monitoring
- Metrics monitoring and analysis – implementing mitigating and correcting actions in case they are not met
- Daily contact with the Client and Global Lead
- Preparing reports
- Updating documentation
- Maintaining backup structure in the team
- Conducting team meetings
- People management: hiring, onboarding, goal setting, motivation, performance reviews, coaching
- Handling customer escalations and queries (first level of escalation)
- Maintaining proper knowledge level of the team through trainings and updating documentation
- Shift and holiday planning of team members
- Participating in internal and external audits
- Identifying improvement fields, promoting and participating in quality projects
- Ensuring compliance with all company policies
- BA or MA degree
- Fluent in English
- Experience with CRM applications
- Good written communication skills preferred
- Ability to build and maintain effective business relationships
- Attention to detail, apply judgement on the job and the ability to effectively multi-task in a deadline driven atmosphere
- Good time management, prioritization skills and ability to work without close supervision and under pressure
- Experience of BPO or SSC will be good to have, although not essential
- Team management or coordination experience
- Opportunity to be part of a rapidly expanding global organization with irreproachable reputation
- A role that provides you progress both professionally and personally
- Open-minded and multinational environment
- Pleasant and inspiring working atmosphere
- Professional development and clear career path
- Possible trainings with international specialists
- Training & development opportunities within company
- Competitive salary with cafeteria benefits
Poznaj
Cognizant Technology Solutions Poland Sp. z o.o.
COGNIZANT TECHNOLOGY SOLUTIONS POLAND SP Z O O
Cognizant is a leading IT Services provider globally, transforming Clients' business, operating and technology models for the digital era. Headquartered in the US, Cognizant is ranked on the Fortune 500 and is consistently listed among the most admired companies in the world.At Cognizant, we celebrate diversity and inclusion across our workforce and with our partners, communities and fellow racing fans. That’s why, alongside the Aston Martin Cognizant Formula One team, we work in unison for a more inclusive future. All in, all welcome.