Onsite Rider Support Team Lead — Mesa

Cognizant Technology Solutions Corporation; Mesa (AZ); On-site; USD 60,000 - 76,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Paid Time Off

401(k) Plan

Disability Insurance

Parental Leave

Stock Purchase Plan

Job summary

Cognizant Technology Solutions Corporation in Mesa, AZ is seeking a Team Lead to supervise Rider Support Agents, drive performance, and ensure high-quality service across rider, driver, and dispatch interactions. The role emphasizes coaching, training, and aligning with Cognizant’s values while promoting professional development.

This onsite position requires strong leadership, KPI/SLA management, and hands-on oversight of reports and processes.

Qualifications

• High school diploma or equivalent required.
• Experience handling escalations in a contact center.
• Proficient with Google Suite (Sheets, Slides, Docs, Drive).
• Ability to produce and maintain operational reports.
• Strong time management and prioritization skills.

Responsibilities

• Manage and supervise a team of Rider Support Agents.
• Ensure ongoing training and employee development.
• Meet KPIs and SLAs through performance oversight.
• Analyze reports to identify productivity gaps and root causes.
• Implement action plans and monitor progress.
• Coordinate staffing with Workforce Management.
• Collaborate with HR and IT on escalations.
• Provide coaching and mentorship to staff.

Skills

Team leadership

People management

Problem solving

Interpersonal skills

Time management

Organization

Attention to detail

Stress management

Google Suite

Communication skills

Education

High school diploma

Tools

Google Suite

Job description

Cognizant Technology Solutions Corporation in Mesa, AZ is seeking a Team Lead to supervise Rider Support Agents, drive performance, and ensure high-quality service across rider, driver, and dispatch interactions. The role emphasizes coaching, training, and aligning with Cognizant’s values while promoting professional development.

This onsite position requires strong leadership, KPI/SLA management, and hands-on oversight of reports and processes.