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Team Lead

Company: Cognizant Technology Solutions
Location: Reno
Posted on: September 15, 2020

Job Description:

The following job description in no way states or implies that the responsibilities and duties of this position are limited to those listed below. PURPOSE bull Directly supervise the Agents, directly manage their performance, manage staffing in coordination with WFM, drive operations to meet service levels and provide escalation support. This position will be located in Reno, NV. ESSENTIAL FUNCTIONS bull Provide mentorship, guidance, and career development to members of their team bull Establish team and individual goals and work with each team member to execute to the goals bull Work with peers and management on strategies for meeting service levels and other goals including how to measure and report on those results bull Identify actionable insights, suggest recommendations, and influence team strategy through effective, timely, and proactive communication bull Responsible for hiring new employees interviewing, selecting, arranging for knowledge training and working with WFM on scheduling the work shifts bull Appraise productivity and quality scores and provide regular ongoing coaching and timely specific feedback on employee's performance to maximize productivity and increase quality bull Work closely with Talent Management when needed to address employee's non-production concerns andor for corrective action or performance improvements plans bull Partner with Talent Management for employee terminations bull Act as information conduit for employees. Share information regarding team and individual direction, production changes trends, kudos, company policies, new events, etc. in team huddles or in ad hoc team meetings bull Communicate work allocations and set clear expectations for each employee bull Update GoPerform quarterly and properly notate performance so appropriate performance ratings are given to each direct report bull Have a good understanding of the job duties performed by the team members bull Maintain physical presence within the team to respond to team member needs bull Flexibility to work before or after the regular work shift when business need and team process priorities require bull Handle escalated customer complaints or executive request and utilizes escalations as a method to train and develop staff bull Ensure and monitor proper department work flow in order to maximize productivity bull Identify opportunities for improvement in efficiency and customer service and advise Manager of same bull Daily, Weekly andor Monthly reporting of Operation Statistics and team individual performance bull Work with team and supporting departments in driving process improvements bull Participate in meetings and committees that are directly related to your immediate team's functionality JOB KNOWLEDGE, SKILLS AND ABILITIES bull PC skills, including knowledge of MS Office software andor database management systems bull Previous experience andor knowledge in field relating to the client process and customer service preferred bull Ability to work in a high pace environment and managing the stress associated bull Strong attention to detail and problem solving skills. bull Strong (speed and accuracy) documentation and computer skills bull Deep understanding of sales operations, contract setup, contract workflows, billing and customer set up activities among other related processes bull Experience in managing work with varying volumes and seasonality bull Ability to process transactions as needed, in high volume periods EDUCATION WORK EXPERIENCE bull High school diploma or equivalent required bull Must have two (2) years proven record of experience in a Team leader role or equivalent combination of education and experience in a leadership role. This includes having the skillsknowledgeexperience for these positions with the associated promotional requirements adherence to schedule and qualityaverage handle time scores.

Keywords: Cognizant Technology Solutions, Reno , Team Lead, Other , Reno, Nevada

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