Mesa Onsite Call Center Team Lead – Rider Support

Cognizant; Mesa (AZ); On-site; USD 60,000 - 76,000; 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 is seeking a Team Lead to supervise Rider Support Agents onsite in Mesa, AZ. You will guide training, performance, and scheduling while aligning with KPIs and SLAs to deliver consistent service. The role focuses on coaching, problem-solving, and collaboration with HR and IT to resolve issues.

Ideal candidates bring 1–2 years in client service, strong communication, and leadership abilities, with flexibility to work various shifts and ensure high-quality support.

Qualifications

• At least 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.

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.

Skills

Escalation handling

Team leadership

Google Suite

Operational reporting

Time management

Shift flexibility

Client service

Problem solving

Interpersonal skills

Calm under pressure

Education

High school diploma

Tools

Google Sheets

Job description

Cognizant is seeking a Team Lead to supervise Rider Support Agents onsite in Mesa, AZ. You will guide training, performance, and scheduling while aligning with KPIs and SLAs to deliver consistent service. The role focuses on coaching, problem-solving, and collaboration with HR and IT to resolve issues.

Ideal candidates bring 1–2 years in client service, strong communication, and leadership abilities, with flexibility to work various shifts and ensure high-quality support.