Team Lead L1 & L2 Voice Support | Payments | Bangalore

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

Job summary

Cognizant is hiring for a Voice-based Customer Support Team Lead in Bengaluru to manage a team of 5-8 agents handling payment-related queries. You will ensure adherence to SOPs, SLAs, and regulatory requirements, while mentoring agents and driving quality metrics.

The ideal candidate has 7–9 years in a voice support/BPO role, prior team leadership, strong English communication, and familiarity with ticketing tools like ServiceNow, Salesforce, or Zendesk.

Qualifications

• 7–9 years of experience in a voice-based customer support/BPO role.
• Experience in handling a team of 5–9 people.
• Strong English verbal and written communication.
• Basic understanding of payment systems (EFT, wire transfers, ACH) is a plus.
• Ability to follow structured SOPs and escalation matrices.
• Familiarity with ticketing tools (ServiceNow, Salesforce, Zendesk).
• Prior night shift/international voice process experience.

Responsibilities

• Handle inbound voice calls and emails regarding payment queries.
• Act as the first point of contact (L1 & L2).
• Follow SOPs to diagnose, troubleshoot, and resolve routine payment issues.
• Log, track, and manage support tickets/requests in the case management system.
• Provide timely status updates and follow-ups on open requests.
• Escalate to L2/L3 with complete context when needed.
• Maintain documentation of interactions, resolutions, and escalations.
• Meet defined SLAs for response time, resolution time, and call quality.
• Adhere to compliance, confidentiality, and regulatory requirements for banking/payments data.
• Will be handing a team of 5-8 people.

Skills

Team leadership

English communication

Customer support

SLA adherence

Multitasking

Problem solving

Tools

ServiceNow

Salesforce

Zendesk

Job description

Job description

Role & responsibilities

• Handle inbound voice calls and emails regarding payment-related queries
• Act as the first point of contact (L1 & L2) , ensuring a professional and helpful experience
• Follow Standard Operating Procedures (SOPs) to diagnose, troubleshoot, and resolve routine payment issues
• Log, track, and manage support tickets/requests accurately in the case management system
• Provide timely status updates and follow-ups on open requests
• Identify issues that require escalation to L2/L3 teams and hand off with complete context
• Maintain accurate documentation of interactions, resolutions, and escalations
• Meet defined SLAs for response time, resolution time, and call quality
• Adhere to compliance, confidentiality, and regulatory requirements applicable to banking/payments data
• Will be handing a team of 5-8 people

Preferred candidate profile

• 7 -9 years years of experience in a voice-based customer support / BPO role (banking, payments, or financial services preferred)
• Candidate should have prior experience in handling a team of 5-9 people .
• Strong verbal and written communication skills in English
• Basic understanding of payment systems (e.g., EFT, wire transfers, ACH, bill payments) is a plus
• Ability to follow structured SOPs and escalation matrices
• Familiarity with ticketing tools (e.g., ServiceNow, Salesforce, Zendesk) preferred
• Strong active listening and problem-solving skills
• Ability to multitask across calls, emails, and ticket update
• Comfortable working in a metrics-driven environment (AHT, FCR, CSAT)
• Experience with CRM/ticketing systems specific to financial services
• Prior experience in a nightshift/international voice process role

Note :- We are looking for immediate joiners only .