Job Description
Job Summary
The Team Lead – Contact Center will be responsible for managing end-to-end operational delivery for inbound and outbound voice processes, along with chat and email support. The role demands C1-level English proficiency for voice interactions, strong people management skills, and complete ownership of service delivery metrics in a 24/7 environment.
Responsibilities
Lead and manage a team of customer service associates across voice, chat, and email channels.
Ensure achievement of SLAs, KPIs, and client contractual requirements.
Provide real-time floor support, escalations handling, and operational governance.
Conduct regular performance reviews, coaching sessions, and capability upskilling.
Drive adherence to Cognizant policies, Information Security, and compliance standards.
Partner with Quality, WFM, Training, and Client stakeholders for continuous improvement.
Creating reporting and presentations to connect with internal and external stakeholders...
The Team Lead – Contact Center will be responsible for managing end-to-end operational delivery for inbound and outbound voice processes, along with chat and email support. The role demands C1-level English proficiency for voice interactions, strong people management skills, and complete ownership of service delivery metrics in a 24/7 environment.
Responsibilities
Lead and manage a team of customer service associates across voice, chat, and email channels.
Ensure achievement of SLAs, KPIs, and client contractual requirements.
Provide real-time floor support, escalations handling, and operational governance.
Conduct regular performance reviews, coaching sessions, and capability upskilling.
Drive adherence to Cognizant policies, Information Security, and compliance standards.
Partner with Quality, WFM, Training, and Client stakeholders for continuous improvement.
Creating reporting and presentations to connect with internal and external stakeholders...
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