Client Support Team Leader

Client Support Team Leader

work from office

Shift hours: 12:00 - 20:00

What we do:

At Cognizant, we are dedicated to helping the worlds leading companies build stronger businesses - helping them go from doing digital to being digital.

In Poland, our offices are located in Gdansk, Wroclaw, and Warsaw. With the capacity to support various clients, we offer a world of opportunities for both professionals and graduates. You can expect five-star training, a chance to realize your career goals, and a range of benefits.
Be Cognizant!

Detailed responsibilities:
  • Manage a team consisting of 15-20 agents.
  • Overall and individual supervision of efficiency and quality of the team.
  • Providing support for the team members, conducting and documenting, huddles and feedback sessions meant for skill and discipline-related issues.
  • Driving operation to meet service levels & KPI’s.
  • Enforce real-time adherence in all Work Types within the scope of operation.
  • Ensure a very high degree of client satisfaction by meeting all the SLAs– constant interaction with the client, reporting team performance, skilling status, etc.
  • Providing visibility and reporting capabilities of KPIs.
  • Preparing reports / graphs / Pivot reports / dashboards etc.
  • Active collaboration with internal Cognizant teams and stakeholders to provide seamless service to the customer – attending meetings, handling additional tasks, sharing reports and insights.
  • Excellent written communication skills - English.
  • Team Management experience (1-2 years) in a similar work environment preferably in BPO or Customer Service Area.
  • Goal and result-oriented mindset.
  • Customer focus
  • Integrity and professional ethics, familiarity with business etiquette.
  • Working experience of MS Excel - few examples but not limited to:
  • Lookup Functions – VLOOKUP, XLOOKUP
  • Logical Functions – IF, AND, OR, XOR
  • Formatting & Auditing
  • Willingness to work from the office
We offer:
  • Opportunity to be part of a rapidly expanding global organization with an irreproachable reputation.
  • Pleasant and inspiring working atmosphere.
  • Professional development and clear career path.
  • Training & development opportunities.
  • Competitive salary with cafeteria benefits.
Prosimy o dopisanie klauzuli: Wyrażam zgodę na przetwarzanie moich danych osobowych zawartych w mojej ofercie pracy dla potrzeb niezbędnych do realizacji procesu rekrutacji (zgodnie z Ustawą z dnia 29.08.1997 r. o Ochronie Danych Osobowych; tekst jednolity Dz. U. z 2016 r. poz. 922 z późn. zm. ). Jednocześnie oświadczam, że zostałem/am poinformowany/a o dobrowolności podania danych osobowych oraz prawie dostępu do treści swoich danych i ich poprawiania.

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