Opening For Team Lead

Cognizant; Coimbatore District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Cognizant in India is seeking a seasoned operations leader to manage a team of customer support agents, driving operational excellence, attrition reduction and CSAT improvement. You will oversee daily voice call operations and coordinate with cross-functional teams to resolve escalations.

The role requires 5-7 years in BPO/call centre settings, strong CSA process knowledge, exceptional communication, and a proven track record of boosting performance through mentoring and employee engagement

Qualifications

• 5-7 years of experience in BPO/Call Centre operations.
• Strong understanding of CSA processes and leadership.
• Excellent communication and ability to handle high-pressure situations.
• Proven track record of reducing attrition through engagement initiatives.

Responsibilities

• Manage a team of customer support agents to achieve operational excellence, focusing on attrition reduction and CSAT improvement.
• Oversee daily operations, ensuring efficient handling of customer queries through voice calls.
• Develop and implement strategies to improve team performance, productivity, and overall customer satisfaction.
• Collaborate with cross-functional teams to resolve complex issues and drive process improvements.
• Analyze data to identify trends and areas for growth, making recommendations for optimization.

Skills

Customer support operations

Team leadership

Data analysis

Communication under pressure

Job description

Roles and Responsibilities

• Manage a team of customer support agents to achieve operational excellence, focusing on attrition reduction and CSAT improvement.
  


• Oversee daily operations, ensuring efficient handling of customer queries through voice calls.
  


• Develop and implement strategies to improve team performance, productivity, and overall customer satisfaction.
  


• Collaborate with cross-functional teams to resolve complex issues and drive process improvements.
  


• Analyze data to identify trends and areas for growth, making recommendations for optimization.
  

Desired Candidate Profile

• 5-7 years of experience in BPO/Call Centre environment with expertise in Customer Support Operations or similar role.
  


• Strong understanding of CSA (Customer Service Agent) processes and ability to lead by example.
  


• Excellent communication skills with the ability to handle high-pressure situations effectively.
  


• Proven track record of reducing attrition rates through effective leadership and employee engagement initiatives.