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Team Leader in Dublin, Dublin, Ireland

Cognizant Technology Solutions Ireland

The primary responsibilities of a Team Leader is to maintain Service Level Agreement, manage performance and productivity governance activities, represent the product lines through regular stakeholder interaction, and provide valuable insights to the internal management as well as vendor operations.

Areas of Responsibilities:

  • Meet defined metrics, benchmarks and following standard processes and policies set by the client for servicing the end customers
  • Accountable for client satisfaction in area of responsibility, against service level agreement, and ensure achievement of key performance indicators/project milestones.
  • Interface with the management both in terms of cascading messages from senior management and putting strategies into practice or modifications required for the process based on decisions taken
  • Identify & suggest Business improvement opportunities
  • Identify & drive opportunities to enhance service delivery & customer experience
  • Identify cost optimization opportunities
  • Drive business excellence to add value to client
  • Manage Operations; Supervise the team on a daily basis, ensure SLAs are monitored and met consistently
  • Manage performance of the agents and SME / QAs
  • Work closely with the Team Manager and help lead client meetings and represent the team
  • Flag workflow concerns to vendor ops team, not limited to outages, access issues, etc
  • Owning weekly reporting (WBRs) and coordinating their completion. Provide inputs for Monthly Business reviews & Quarterly business reviews
  • Understand incoming volume, work with the vendor ops team for forecast, capacity planning, and timelines
  • Lead support sync meetings to share issues and best practices; results of coaching sessions
  • Participate and or lead review meetings, identify improvement plans and track until closure
  • Deliver technical and behavioral training courses from Cognizant to support team members
  • Help out with other training-related activities (soft skills, role development/career development related training programmes, etc.) for support team members
  • Screen applicants for the Recruitment Workflow
  • Makes independent decisions, which have major day-to-day impact in area of responsibility
  • Identify, assess and resolve complex business problems/issues and provides alternative scenarios.
  • Provide and implement business-focused solutions within time/cost constraints.
  • Self-directed within broad goals and strategic direction in satisfying organization or client objectives.
  • Accountable for client satisfaction in area of responsibility, against service level agreement, and ensures achievement of key performance indicators/project milestones.
  • Initiates and promotes continuous improvement programs across sphere of influence.
  • Demonstrates thorough understanding of client relationships/business practice.
  • Contributes broad and deep knowledge in areas of functional or business specialization across a broad operational framework/range of projects.

Qualifications:

  • BA/BS in communications, marketing, computer science, human computer interaction, cognitive science, experimental psychology, anthropology, information science, or other field emphasizing human behavior. In lieu of degree, 5 years of relevant work experience.
  • Minimum 3 years work experience at a Supervisory / Leadership level in a related contact center operations, or 2 years for internal candidates
  • Experience working with Global Teams
  • Ability to multitask without compromising quality output
  • Intermediate to Advanced skills in Google Sheets, Google Drive and other basic Google applications
  • Strong ability to develop talents and perform career succession planning
  • Supervisory/team management experience with general knowledge of human resources policies and procedures
  • Excellent behavioral coaching skills
  • Excellent skills on Root-cause Analysis
  • Excellent problem-solving and decision making capabilities
  • Strong ability to conduct brainstorming sessions and produce valuable insights
  • A team player and has a strong character to drive a collaborative working environment
  • Ability to work in a fast paced and agile environment
  • Able to produce quality work independently with strict deadlines
  • Have a strong quality of being creative and proactive in coming up with new ideas that benefits the entire business
  • Displays a genuine drive in sharing best practices for the benefit of the entire business
  • Strong functional experience with Google Spreadsheet or it’s equivalent (e.g. Microsoft Excel PivotTable, charts, statistical functions) required
  • Proficiency in Google Slides / Google sheets
  • Excellent communication (verbal and written), facilitation and interpersonal skills, including the ability to clearly communicate in a dynamic environment across all levels
  • Analytical with strong problem-solving and troubleshooting skills and the ability to exercise mature judgment and structured decision-making
  • Strong attention to detail coupled with a desire to deliver accurately, efficiently, and to a high standard
  • Contribute to and manage team performance against agreed service levels.

About Cognizant: Cognizant (Nasdaq-100: CTSH) 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 ranked 193 on the Fortune 500 and is consistently listed among the most admired companies in the world.

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