BPO TeamLead Operations

Cognizant Technology Solutions • Detroit, MI

269d • $34 - $80 • Remote

About The Position

Cognizant, a Fortune 500 company, is seeking a Team Lead to join our innovative company and growing team. The Team Lead is responsible for assisting our agents and customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff and responsible for delivering high standards of service to customers by making the most effective and efficient use of the call-center staff and technology resources.

Requirements

• Experience in Mortgage Industry- Required
• High School diploma or equivalent required, BA preferred
• Contact Center Management experience
• Exceptional ability to develop and manage results-oriented recruiting and training programs
• Advance skills in building and retaining relationships with clients
• Must have verifiable ability to improve call center performance
• Understanding of call center technology such as dialers and IVRs, as well as workforce management analytics
• Strong leadership skills required; ability to mentor and develop staff
• Excellent verbal and written communication skills

Responsibilities

• Experience in managing contact center of staff taking calls and performing below jobs
• Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance
• Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Contact Center
• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision
• Meet client expectations for call center metrics and call quality. Assure all required daily reporting is generated and distributed
• Ensure compliance with client and regulatory requirements
• Maintain quality control of employees' work by call monitoring, performance review, and employee development
• Establish processes to improve overall performance
• Maintain positive relationship with clients
• Other duties as assigned

Benefits

• Life & Disability Insurance
• Group health dental & Wellness
• Sick Leaves
• 401(k) plan and contributions

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: High school or GED