Gdańsk
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 and German
- 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 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.