Customer Service Team Lead

hace 1 mes

San Francisco, Heredia, Costa Rica Cognizant Technology Solutions A tiempo completo
Job Description:

We are seeking an experienced Customer Service Team Lead to manage the overall performance of a team of customer service representatives.

Main Responsibilities:

  • 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

About Cognizant:

Cognizant Technology Solutions is one of the largest and fastest growing IT services providers worldwide.

Salary and Benefits:

The estimated salary range for this position is $85,000 - $110,000 per year, depending on experience and qualifications.

Cognizant offers a highly competitive benefits package, including health insurance, retirement savings plan, paid time off, and professional development opportunities.

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