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Team Leader at Cognizant in Mesa, Arizona

Posted in Information Technology 30+ days ago.

Type: Full-Time

Job Description:

Team Lead is a senior level specialist who is responsible for both executing and reporting upon their core team’s work order. They are subject matter experts with a thorough understanding of team specific tools, workflows, and policies, and act as the interface between management and the operators.

Experience / Skills

  • 10+ years of overall experience in a client service environment

  • 4+ years of experience in team leading / people management.

  • High school graduate or equivalent experience

  • Strong problem-solving skills and excellent attention to detail

  • Technological savviness - able to quickly understand related products which are technical in nature.

  • Should possess good analytical and research skills and be able to think beyond the norm.

  • Ability to effectively communicate with good verbal / written communication skills.

  • Flexible and adaptable to the changing business and customer requirements with ability to maintain high standards of work in pressure situations.

  • Nice to have experience in Autonomous vehicle in a Customer service environment.

Role & Responsibilities

  • Leads the team of associates, answers team members’ questions and provides advice.

  • Ensure the team meets all contractual SLA targets along with helping others to meet the same.

  • Answer customer queries (email/chat/call) - support associate who needs assistance.

  • Review and resolve customer escalations.

  • Monitor individual / team performance, identify improvement areas/ training needs for

team, implement action plans and track closure.

  • Train the new team members and work closely with them to instruct them on company policies and best practices for resolving customer queries

  • Drive skill enhancement initiatives in the team through knowledge sharing, cross training and rotation

Cognizant will only consider applicants for this position whom are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.

Technical Skills

SNo Primary Skill Proficiency Level * Rqrd./Dsrd.
1 Customer Service PL1 Required


Domain Skills

SNo Primary Skill Proficiency Level * Rqrd./Dsrd.
1 Online/Digital Marketing NA Desired


* Proficiency Legends

Proficiency Level Generic Reference
PL1 The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels.
PL2 The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects.
PL3 The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects.
PL4 The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.

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