Contact Center Service & Support Team Lead

Cognizant Technology Solutions • Cincinnati, OH

281d • $48 - $58 • Remote

About The Position

We are seeking a highly motivated and experienced BPO Team Lead Operations with 5 to 8 years of experience in customer voice operations. The ideal candidate will be responsible for overseeing day-to-day operations ensuring high-quality customer service and driving team performance. This role is work from home and operates during day shifts with no travel required.

Requirements

• Possess a minimum of 5 years of experience in customer voice operations.
• Demonstrate strong leadership and team management skills.
• Exhibit excellent communication and interpersonal abilities.
• Show proficiency in analyzing performance metrics and generating reports.
• Have experience in process improvement and implementation.
• Display a strong understanding of regulatory requirements and compliance.
• Be adept at handling escalated customer issues and providing timely resolutions.
• Maintain up-to-date knowledge of industry trends and best practices.
• Foster a positive and collaborative team environment.
• Demonstrate the ability to work effectively in a work-from-home setting.
• Possess strong problem-solving and decision-making skills.
• Exhibit a customer-centric approach to service delivery.
• Show proficiency in using relevant software and tools for customer service operations.

Responsibilities

• Lead and manage a team of customer service representatives to ensure efficient operations and high-quality service delivery.
• Oversee daily operations and ensure adherence to company policies and procedures.
• Provide guidance and support to team members to resolve customer issues effectively.
• Monitor team performance and implement strategies to improve productivity and customer satisfaction.
• Conduct regular team meetings to communicate updates, address concerns, and provide training.
• Analyze performance metrics and generate reports to track progress and identify areas for improvement.
• Collaborate with other departments to ensure seamless service delivery and resolve any operational challenges.
• Develop and implement process improvements to enhance efficiency and customer experience.
• Ensure compliance with all regulatory requirements and company standards.
• Handle escalated customer issues and provide resolution in a timely manner.
• Maintain up-to-date knowledge of industry trends and best practices to drive continuous improvement.
• Foster a positive and collaborative team environment to promote employee engagement and retention.
• Utilize customer feedback to identify opportunities for service enhancement and innovation.

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