We strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a remote position open to qualified applicants in the United States. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs.
About the role:
As a Contact Center Team Lead, you will make an impact by providing daily oversight of the client’s operations team. This role provides performance and development guidance to all team members and is responsible for the implementation of improved procedures and/or enhanced tools allowing the team to quickly and professionally resolve end-user questions and concerns. You will be a valued member of the Cognizant team and work collaboratively with stakeholders and other teams.
In this role, you will:
- · Supervise a team of Contact Center Agents by providing clear direction, assessing performance, identifying development needs, providing coaching and counseling and working with the Team Manager on team development plans.
- · Ensure adequate staffing and support coverage is maintained across all shifts.
- · Daily monitoring of support and service to ensure timely response, resolution and customer satisfaction.
- · Provide daily/weekly/monthly service delivery KPI reports and ensuring service and SLAs are met.
- · Ensure detailed documentation of procedures and processes is maintained and updated.
- · Documentation and escalation of issues to other internal groups.
- · Other duties as required.
What you need to have to be considered:
- · Experience supervising other team members in the contact center or call center environment.
- · Proficiency with Microsoft Office
- · Experience in contact center tools such as Salesforce, Five9, etc.
- · Strong communication and customer service skills, both oral and written.
- · Must have excellent analytical skills
- · Must have high energy levels and ability to influence stakeholders
- · Must have exceptional customer service capabilities
- · Ability to work independently in a remote environment
Required Education and Experience
· High School Diploma and equivalent experience.
Key Competencies & Qualifications
- Customer-Focused: Builds trust and responds to internal/external customer needs with care and proactivity.
- Adaptable & Resilient: Thrives in ambiguity, adjusts quickly to change, and stays composed under pressure.
- Quick Learner: Embraces new challenges, learns rapidly, and applies lessons from both successes and setbacks.
- Problem Solver: Uses analytical thinking and creativity to find effective solutions and address hidden issues.
- Action-Oriented: Moves quickly on opportunities, stays energized by challenges, and delivers results with minimal guidance.
- Strong Communicator: Approachable, active listener, and clear in both verbal and written communication.
- Collaborative Team Player: Fosters strong peer relationships, values diverse input, and contributes to shared goals.
- Technically Proficient: Rapidly picks up new systems, processes, and tools; applies technical skills effectively.
- Organized & Efficient: Prioritizes tasks well, manages time effectively, and makes timely decisions—even with limited information.
- Integrity & Trust: Operates with honesty, accountability, and professionalism in all situations.
We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.
The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.
Salary and Other Compensation:
The annual salary for this position is between $55k to $60k, depending on experience and other qualifications of the successful candidate. This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
· 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
Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
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.
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.
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 (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
Disclaimer:
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
