Customer Service Team Lead

hace 6 meses

Heredia, Costa Rica Cognizant Technology Solutions A tiempo completo

**We’re hiring**

At Cognizant we have an ideal opportunity for you to be part of one of the largest companies in the digital sector worldwide. A Great Place To Work where we look for people who contribute new ideas, experiencing a dynamic and growing environment. At Cognizant we promote an inclusive culture, where we value different perspectives providing career growth and development opportunities. #WelcomeToCognizant

We have an exciting opportunity for an exceptional individual to work supporting one of our clients as a **Customer Service Team Lead**

**What you’ll do**:

- Manage the overall performance of a team of customer service representatives
- Day-to-day team management in accordance with requirements and SLAs
- Prompt identification and resolution of issues including implementation of preventative measures.
- Provide high quality agent coaching to ensure proper understanding of products and services, compliance in client’s policies, and delivery of the best customer service
- Recruits, selects, hires, and trains new personnel and prepares them to respond to customer questions and complaints
- Provide exceptional people management, mentorship, and career development to members of your team, achieve low attrition levels and high employee engagement
- Drive team to deliver continuous improvement and productivity/quality gains
- Flag and escalate business risks timely
- Making sure the operations is running as well as it possibly can, with a smooth efficient service that meets the expectations and needs of internal stakeholders and the client
- Client interfacing
- improve operational systems, processes and best practices that guarantee organizational well-being and efficiencies
- Leverage service quality, growth, and efficiency metric reports to identify areas of opportunity to enhance agent performance and drive achievement of stated goals.
- Perform quality controls and monitor production KPI’s, prepare reports and analyze data for your team
- Ability to develop and implement strategic processes to increase consistency and promote overall growth of the project
- Flexible with timings to support operations

**Preferred experience**:

- College education preferred
- Experience in leading teams in customer support via voice and chat support or a call center environment
- Advanced customer focus and customer service skills
- Exceptional training and coaching skills to motivate employees
- Great verbal and written communication skills
- Have full understanding of creating and implementing scheduling and task distribution
- Dynamic leader with experience and passion for managing large and diverse teams across multiple sites in a fast paced environment, able to deal with rapid change and ambiguity
- Strategic thinker with strong analytical and problem-solving skills
- 3+ years of experience in team management, managing 20+ FTE
- 3+ years of people management experience, including managing leaders, and a strong desire to develop team members
- Passion to create an exceptional experience and provide outstanding customer support
- Excited to be part of a global operations teams, design effective business operations, tackle complex problems, and develop individual team members
- Adaptable and energized by a fast-paced environment
- Good in situational leadership, on the feet thinking.
- Analytically sound, ability to look through data and make learned decisions
- Bachelor’s degree, or equivalent.
- Adequate knowledge of organizational effectiveness and operations management
- Familiarity with business and financial principles and practices
- Ability to effectively communicate with all levels of the organization
- Proven track record of collaborating with cross-functional groups to produce results
- ISO, Six Sigma, PMO Certification is an added advantage
- Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is required a plus

**Why Cognizant?**

Improve your career in one of the largest and fastest growing IT services providers worldwide

Receive ongoing support and funding with training and development plans

Have a highly competitive benefits and salary package

Get the opportunity to work for leading global companies

We are committed to respecting human rights and build a better future by helping your minds and the environment

We invest in people and their wellbeing.

We create conditions for everyone to thrive. We do not discriminate based on race, religion, color, sex, age, disability, nationality, sexual orientation, gender identity or expression, or for any other reason covered.

At Cognizant we believe than our culture make us stronger

Join us now

**BeCognizant #IntuitionEngineered**:
Igualdad de Empleo y Política de Acción Afirmativa:
Cognizant es un empleador que ofrece igualdad de oportunidades. Todos los solicitantes calificados recibirán consideración para el empleo sin distinción de sexo, identidad de género, orientación sexual, raza, co

  • Customer Service Team Lead

    hace 7 meses

    Heredia, Costa Rica Auxis A tiempo completo

    Job Summary: The Customer Service Lead will provide professional business and customer service support, both individually and as part of a project team, with a focus on assisting Auxis customer service clients to ensure high levels of customer satisfaction and productivity. The Customer Service Lead will be the primary customer interface for trouble calls;...

  • Order Management Team Lead

    hace 6 meses

    Heredia, Costa Rica Huntsman A tiempo completo

    Job Description: Order Management Team Lead (Customer Service) Huntsman Corporation is a publicly traded global manufacturer and marketer of differentiated and specialty chemicals with 2022 revenues of approximately $8 billion from our continuing operations. Our chemical products number in the thousands and are sold worldwide to manufacturers serving a...

  • Operational Excellence Team Lead

    hace 7 meses

    Heredia, Costa Rica Auxis A tiempo completo

    Job Summary: The Team Lead will provide professional business and customer service support, both individually and as part of a project team, with a focus on assisting Auxis customer service clients to ensure high levels of customer satisfaction and productivity. The Team Lead will provide support, direction, monitoring, and coaching to the assigned agents in...

  • Team Lead Pricing

    hace 6 meses

    Heredia, Costa Rica Huntsman A tiempo completo

    Job Description: Team lead - Pricing & Back Office (Order Management) Huntsman Corporation is a publicly traded global manufacturer and marketer of differentiated and specialty chemicals. Our chemical products number in the thousands and are sold worldwide to manufacturers serving a broad and diverse range of consumer and industrial end markets. We operate...

  • Customer Service Trilingual Supervisor

    hace 6 meses

    Heredia, Costa Rica Equifax A tiempo completo

    Our Customer Service Trilingual Supervisor will provide support to customer calls from the USA. Utilize various methods to validate customer information. Assist in answering inbound calls, including customers, consumers, or trade references. Lead a Team ranging from 10- 20 agents with the responsibility to deliver business KPIs (e.g. SLA, Customer...

  • Customer Service Supervisor

    hace 7 meses

    Heredia, Costa Rica Straumann Group A tiempo completo

    **#ChangeMakers** Ready to make an impact? We develop, manufacture, and supply dental implants, clear aligners, instruments, CADCAM prosthetics and biomaterials for use in esthetic dentistry, tooth replacement and restoration solutions or to prevent tooth loss. We empower our employees to perform and make an impact, to question the status quo, to drive...

  • Customer Service Team Leader

    hace 7 meses

    Heredia, Costa Rica AbbVie A tiempo completo

    **Company Description** **Responsibilities: Supervise and oversee insurance analysts responsible for verifying new patient insurance benefits and handling claim rejections. Work proactively with staff and cross-functional groups to develop creative solutions to challenging patient access issues regarding prior authorization, and denied coverage requests to...

  • Customer Service Representative

    hace 7 meses

    Heredia, Costa Rica Qualfon A tiempo completo

    In this role, you will deal directly with our customers to find out what issues they are facing, and how we can improve our products or services. **OUR MISSION**: Qualfon is on a mission to help as many individuals as possible pursue their total vocation, create an ever-growing number of career development opportunities, and be the partner of choice for all...

  • Customer Service Manager

    hace 6 meses

    Heredia, Costa Rica Straumann Group A tiempo completo

    **#ChangeMakers** Ready to make an impact? We develop, manufacture, and supply dental implants, clear aligners, instruments, CADCAM prosthetics and biomaterials for use in esthetic dentistry, tooth replacement and restoration solutions or to prevent tooth loss. We empower our employees to perform and make an impact, to question the status quo, to drive...

  • Customer Service Analyst

    hace 6 meses

    Heredia, Costa Rica Experian A tiempo completo

    Full-time Employee Status: Regular Role Type: Hybrid Department: Customer Service Schedule: Full Time Shift: Day Shift **Company Description**: **About us, but we’ll be brief** Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses, and society. We are...

  • Customer Service Analyst

    hace 6 meses

    Heredia, Costa Rica Experian A tiempo completo

    **Company Description** About us, but we’ll be brief** Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses, and society. We are thrilled to share that **FORTUNE has named Experian one of the 100 Best Companies to work for**. In addition, for the last five...

  • Advocate, Customer Service 1

    hace 6 meses

    Heredia, Costa Rica Qualfon A tiempo completo

    Send To Printer... **Job Title: Part-Time Customer Service Representative**: In this role, you will deal directly with our customers to find out what issues they are facing, how we can improve our products or services. **OUR MISSION**: Qualfon is on a mission to help as many individuals as possible pursue their total vocation, create and an ever-growing...

  • Manager, Customer Service

    hace 4 semanas

    Heredia, Costa Rica ServiceNow A tiempo completo

    Job DescriptionWhat you get to do in this role: Profound knowledge and experience in managing and exceeding Support KPI’s and critical Technical Support Metrics - CSAT, Time to Resolution (TTR), Backlogs etc. Lead efforts to hire, develop, and build a technical team. Oversight and participation in Change Management as it relates to Customer Support....

  • Customer Service

    hace 6 meses

    Heredia, Costa Rica JLL A tiempo completo

    **JLL supports the Whole You, personally and professionally.** The Customer Experience Supervisor will be responsible for developing a best-in-class, employee facing communications and customer service program for a large corporate client. This position will work closely with the Commute Program Managers and will supervise a team of Customer Experience...

  • Customer Service Management

    hace 6 meses

    Heredia, Costa Rica Hewlett Packard A tiempo completo

    **Job Summary** - This role is responsible for collaborating with various teams to resolve customer issues, ensuring utmost customer satisfaction and seamless customer service experience. The role involves efficient handling of customer inquiries through multiple channels, meticulous tracking of open tickets, and diagnosing root causes for prompt...

  • Team Lead, Account Management

    hace 6 meses

    Heredia, Costa Rica LSEG (London Stock Exchange Group) A tiempo completo

    The Team Leader develops positive relationships with customers and Account Managers to drive account revenue retention and growth. By collaborating with internal partners, the Inside Sales Team Leader delivers outstanding service and a valuable solution. The position will lead a defined book of business aligned by customer segment within a geography and will...

  • Order Management Advisor

    hace 7 meses

    Heredia, Costa Rica Huntsman A tiempo completo

    Job Description: Customer Service Advisor (Order Management) Huntsman Corporation is a publicly traded global manufacturer and marketer of differentiated and specialty chemicals. Our chemical products number in the thousands and are sold worldwide to manufacturers serving a broad and diverse range of consumer and industrial end markets. We operate more than...

  • Customer Service Representative

    hace 6 meses

    Heredia, Costa Rica Cognizant A tiempo completo

    **Team Lead/ Team Manager** **Qualification**: Any Graduate exclusion BE/BTech/MCAFor CPU/nBachelors degree or equivalent experience should have completed at least 2 years Telstra/n Bachelors degree or equivalent experience should have 6months+ rellevant experience - Responsibility:Business / Customer/nArticulate/communicate in a manner that is understood...

  • Accounts Payable Team Lead

    hace 6 meses

    Heredia, Costa Rica Recluta TH A tiempo completo

    **Objective**: Lead and support the Accounts Payable team at our Shared Services Center in Heredia, Costa Rica, ensuring timely and accurate financial operations support for Freudenberg divisions across the Americas. **Responsibilities**: - Provide leadership and guidance to Accounts Payable Analysts to ensure high-quality service delivery. - Drive...

  • Customer Service Advisor

    hace 7 meses

    Heredia, Costa Rica Huntsman A tiempo completo

    Job Description: Customer Service Advisor (Order Management) (Temporary - 6 months) Huntsman Corporation is a publicly traded global manufacturer and marketer of differentiated and specialty chemicals with 2022 revenues of approximately $8 billion from our continuing operations. Our chemical products number in the thousands and are sold worldwide to...