Call Center Team Lead

Cognizant Technology Solutions Corporation; Plano (TX); On-site; USD 50,000 - 67,000; Full time

Benefits offered by this job

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

Job summary

Cognizant Technology Solutions Corporation in Plano, TX is seeking a Team Lead to supervise Rider Support Agents onsite, provide coaching, and ensure KPIs/SLA targets are met. You will learn partner brand processes and drive continuous improvement.

The role requires strong leadership, experience in contact center environments, and flexibility to work various shifts. Eligible for Cognizant incentives and a comprehensive benefits package.

Qualifications

• For this role, a high school diploma or equivalent is required.
• Experience handling escalations in a contact center environment.
• Proficiency with Google Suite (Sheets, Slides, Docs, Drive).
• Ability to develop and maintain operational reporting via spreadsheets.
• Excellent time management and organizational skills; multi-shift availability.

Responsibilities

• Manage and supervise a team of Rider Support Agents.
• Provide training, development, and engagement to staff.
• Monitor KPIs and SLAs, driving performance improvements.
• Analyze reports to identify productivity gaps and root causes.
• Coordinate staffing with Workforce Management and other departments.
• Mentor team members and promote Cognizant’s Core Values.

Skills

Team leadership

Escalation handling

Google Suite

Reporting

Time management

Shift flexibility

Client service

Interpersonal skills

Calm under pressure

Education

High School diploma or equivalent

Tools

Google Suite

Job description

Cognizant is a large IT Consulting firm that leverages modern technologies to transform a variety of business operations. The Team Lead will provide front line support and direction to our Rider Support Agents while ensuring quality service is provided during every rider, driver or dispatch interaction. This role involves learning and maintaining the knowledge of our partners’ brand, philosophy, products, and processes. This position will promote professional and personal development of agents through consistent performance evaluations, and training.

Please note that this role is Fully Onsite in Plano, TX. Only local candidates will be considered.

Role Responsibilities

• Manage and supervise a team of Rider Support Agents
• Ensure proficient training, professional development, and employee engagement is sustained in order to prepare, grow, and retain employees
• Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements (SLA)
• Analyze various reports and statistical data to measure productivity and identify root causes for underperforming areas
• Implement action plans and supervise action plans to completion.
• Monitor team for those who may or may not continue with the organization.
• Track and proactively address agent concerns.
• Use critical thinking to develop solutions to improve business performance and partner success.
• Motivate team members through relationship building and real-time coaching
• Coordinate changes in staffing schedules by collaborating with Workforce Management Team
• Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues and escalations.
• Bring in-depth operational knowledge and a thoughtful understanding when participating in client meetings.
• Demonstrate a positive work ethic and commitment to achieve best possible outcomes.
• Act as a mentor by exemplifying Cognizant’s Core Values.

Desired Skills & Qualifications

• At lease a High School diploma or equivalent is required
• Experience dealing with escalated issues in a contact center capacity
• Basic knowledge of Google Suite (sheets, slides, docs, drive)
• Ability to use spreadsheet applications to maintain/develop operational reporting
• Exceptional time management, organizational, and prioritization skills to complete work in a timely manner
• Ability to work a variety of shifts including days, evenings, overnight and holidays
• 1-2 years of overall experience in a client service environment
• Proven experience in team leading / people management (1+year)
• High school graduate
• Strong problem-solving skills and excellent attention to detail
• Effective interpersonal skills - verbal and written
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.

Salary and Other Compensation:

The annual salary for this position is between $50,000 - $67,000 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits:

Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• 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

Disclaimer:

The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.