Customer Service Team Lead

hace 4 días

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

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