Call Center Team Lead (On-Site)

About the role

Provide front line support and direction to Rider Support Agents while ensuring quality service is delivered during every rider, driver, or dispatch interaction. This role involves learning and maintaining knowledge of our partners’ brand, philosophy, products, and processes. The position promotes professional and personal development of agents through consistent performance evaluations and training.

Responsibilities

• Manage and supervise a team of Rider Support Agents
• Ensure proficient training, professional development, and employee engagement to prepare, grow, and retain employees
• Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)
• Analyze reports and statistical data to measure productivity and identify root causes for underperforming areas
• Implement and supervise action plans to completion
• Monitor team for retention and proactively address agent concerns
• Use critical thinking to develop solutions that improve business performance and partner success
• Motivate team members through relationship building and real-time coaching
• Coordinate changes in staffing schedules by collaborating with the Workforce Management Team
• Collaborate with other departments (HR, IT, etc.) to resolve issues and escalations
• Bring in-depth operational knowledge and thoughtful understanding to client meetings
• Demonstrate a positive work ethic and commitment to achieving the best possible outcomes
• Act as a mentor by exemplifying Cognizant’s Core Values

Requirements

• 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
• Ability to work a variety of shifts including days, evenings, overnights, 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, especially during busy hours

Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.