Plano Onsite Rider Support 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 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.