Responsibilities

Solid computing skills and well versed with Excel and PowerPoint

Multi-tasking ability and attention to details

Team management experience with proven track record of upskilling of agents

Well versed with deepdive and RCA techniques

Proven expertise in KPI and SLA management for dynamic delivery setup

Effective performance planning for self and team time management and self-organization

Provide Coaching and Feedback for Performance Improvement

Ability to achieve stretch targets and able to take decisions and manage complex/ difficult employees situation

Primary POC for all escalations (team and client)

Understand Metrics Create Root Cause Analysis and Drive Improvement for the same

Willing to work in rotational shifts

• Educational Background: Minimum qualification in any graduate
• Experience: 5-6 years in an Technical Support/Customer service operations with minimum 1 year of experience as Team Leader on Paper
• Shifts: Rotational/ Flexibility to work across shifts

The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

• Cognizant is a global community with more than 300,000 associates around the world.
• We don’t just dream of a better way – we make it happen.
• We take care of our people, clients, company, communities and climate by doing what’s right.
• We foster an innovative environment where you can build the career path that’s right for you.