Client Support Team Leader

Shift hours: 13:00 - 21:00

• 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.

• 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

• 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.