The Team Manager 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.
- Single Market Operations POC for client & Cognizant Management
- Manage relationship with the customer
- Drive Market Operations service delivery from Poland
- Set up account strategy in cooperation with Service Delivery Manager and Process Lead
- Ensure compliance with all company policies
- Oversee and review activities performed by Team Leaders and Process Coordinators
- Manage the day-to-day activities of the team
- Monitor training requirement of the team and ensure SLA adherence
- Daily contact with the Client and Global Lead
- Conducting team meetings
- People management: hiring, onboarding, goal setting, motivation, performance reviews, coaching
- Handling customer escalations (second level of escalation)
- Participating in internal and external audits
- Identifying improvement fields, promoting and participating in quality projects
- Cooperation with HR, IT, Staffing, Admin and Corporate Security departments
- BA or MA degree
- Fluent in English
- Experience with CRM applications
- Good written communication skills preferred
- Ability to build and maintain effective business relationships, excellent customer relationship management skills
- Customer service orientation
- Attention to detail, apply judgement on the job and the ability to effectively multi-task in a deadline driven atmosphere
- Good time management, prioritization, problem solving skills
- Experience with sales or marketing database management is a plus
- Experience of BPO or SSC will be good to have, although not essential
- Team management 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
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.