Sales & Social Media Team Lead

Cognizant; Philippines; On-site; PHP 700,000 - 1,100,000; Full time

Benefits offered by this job

Growth opportunities

Supportive culture

Impactful work

Job summary

Cognizant in Taguig is seeking a team lead to mentor a group of 15–18 specialists. You will conduct weekly coaching, performance reviews, and skills training to maximize engagement, quality, and retention.

You will monitor performance against client KPIs and SLAs across voice and non-voice channels, ensuring adherence to policies, and guiding escalation for escalated cases. QA audits and calibration sessions are part of the role.

Qualifications

• 2nd year college finishing with no back subjects.
• 2–3 years in a leadership role.
• Amenable to work onsite in Taguig.
• Experience in Sales and Social Media campaigns.

Responsibilities

• Lead and mentor a team of ~15–18 Specialists.
• Conduct weekly coaching sessions, reviews, and skills training.
• Manage performance against KPIs, SLAs, and operational metrics.
• Enforce compliance with client policies and escalation paths.
• Audit decisions, run QA checks, and lead calibration sessions.
• Serve as second-line escalation for complex disputes.
• Notify client of qualifying incidents within defined timeframes.

Skills

Team leadership

Coaching

Performance management

Quality assurance

Compliance enforcement

Escalation management

Communication

Education

2nd year college finishing (no back subjects)

Tools

CRM software

Data analysis

Job description

Cognizant in Taguig is seeking a team lead to mentor a group of 15–18 specialists. You will conduct weekly coaching, performance reviews, and skills training to maximize engagement, quality, and retention.

You will monitor performance against client KPIs and SLAs across voice and non-voice channels, ensuring adherence to policies, and guiding escalation for escalated cases. QA audits and calibration sessions are part of the role.