Call Center Team Lead (On-Site)

About the role

Provide front line support and direction to Rider Support Agents while ensuring quality service is provided 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 (SLA)
• Analyze various 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 properly 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, 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

Benefits

• Medical, Dental, Vision, and 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

About Us

Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is consistently listed among the most admired companies in the world.