Call Center Team Lead

Cognizant is a large IT Consulting firm that leverages modern technologies to transform a variety of business operations. The Team Lead will provide front line support and direction to our Rider Support Agents while ensuring quality service is provided during every rider, driver or dispatch interaction. This role involves learning and maintaining the knowledge of our partners' brand, philosophy, products, and processes. This position will promote professional and personal development of agents through consistent performance evaluations, and training.

Please note that this role is Fully Onsite in Mesa, AZ. Only local candidates will be considered.

Role Responsibilities

• Manage and supervise a team of Rider Support Agents
• Ensure proficient training, professional development, and employee engagement is sustained in order to prepare, grow, and retain employees
• Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements (SLA)
• Analyze various reports and statistical data to measure productivity and identify root causes for underperforming areas
• Implement action plans and supervise action plans to completion.
• Monitor team for those who may or may not continue with the organization.
• Track and proactively address agent concerns.
• Use critical thinking to develop solutions to improve business performance and partner success.
• Motivate team members through relationship building and real-time coaching
• Coordinate changes in staffing schedules by collaborating with Workforce Management Team
• Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues and escalations.
• Bring in-depth operational knowledge and a thoughtful understanding when participating in client meetings.
• Demonstrate a positive work ethic and commitment to achieve best possible outcomes.
• Act as a mentor by exemplifying Cognizant's Core Values.

Desired Skills & Qualifications

• At lease a High School diploma or equivalent is required
• Experience dealing with escalated issues in a contact center capacity
• Basic knowledge of Google Suite (sheets, slides, docs, drive)
• Ability to use spreadsheet applications to maintain/develop operational reporting
• Exceptional time management, organizational, and prioritization skills to complete work in a timely manner
• Ability to work a variety of shifts including days, evenings, overnight and holidays
• 1-2 years of overall experience in a client service environment
• Proven experience in team leading / people management (1+year)
• High school graduate
• Strong problem-solving skills and excellent attention to detail
• Effective interpersonal skills - verbal and written
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.

Salary and Other Compensation:

The annual salary for this position is between $60,000 - $76,000 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Additional employment information

Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

Applicants for US based positions must be currently authorized to work for any employer in the United States. The company is unable to provide employment-based immigration sponsorship for US based positions.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com for roles based in the Americas or CareersIndia2@cognizant.com for roles based in India.

About Cognizant:

Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap 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, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.