Contact Center Team Lead - Plano

Cognizant Technology Solutions • Plano, TX

256d

About The Position

Cognizant is one of the world's leading professional services companies, we help our clients modernize technology, reinvent processes, and transform experiences, so they can stay ahead in our constantly evolving world. We are looking for Team Lead with contact center experience! If interested this opportunity, please apply today!

Requirements

• 2-3 years of experience in a contact center environment
• 1+ years of experience in a supervisory role
• High school graduate or GED
• Proficiency with MS Office (Word, Excel, Teams, and Outlook) and Google suites (drive, Gmail, g-docs, g-sheets)
• Excellent communication, customer service and people skills
• Ability to interact with managers and co-workers in a professional, courteous manner.
• Excellent leadership skills and ability to motivate staff.
• Able to multitask and prioritize effectively.
• Multi-lingual skills are a strong plus (Spanish)
• Ability to collaborate and work effectively with cross functional and global team members.

Responsibilities

• Responsible for day-to-day operations management
• Primary point of contact with client stakeholders
• Collaborates closely with the client to direct the organization of work within the team including staffing, scheduling, and vacations.
• Track the team progress and work with each individual team member to coach, mentor, and drive improvements.
• Ensure compliance to audit obligations as applicable for the engagement.
• Track, monitor, review, and report KPIs to ensure compliance.
• Identify opportunities to collaborate with client stakeholders to enable improvements.
• Lead all training initiatives from inception of engagement continuing to business as usual (BAU).
• Maintains open channels of communication with Cognizant and client leadership.
• Other duties as assigned by management.

Benefits

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

What This Job Offers

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