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Operations Team Lead

1 month ago

SanFranciscoCAMission St, United States Cognizant Full time

About the Job : Provide front line support and direction to our Associates while ensuring quality service is provided during every interaction. This role involves learning and maintaining the knowledge of our partners’ brand, philosophy, products, and processes. This position will promote professional and personal development of associates through consistent performance evaluations, and training.

Job Duties and Responsibilities -

● Manage and Supervise a team of Associates

● Ensure proficient training, professional development, and employee engagement is sustained in order to prepare, grow, and retain employees

● Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements (SLA)

● Analyze various reports and statistical data to measure productivity and identify root causes for underperforming areas

● Implement action plans and supervise action plans to completion.

● Monitor team for those who may or may not continue with the organization.

● Track and proactively address Associate concerns.

● Use critical thinking to develop solutions to improve business performance and partner success.

● Motivate team members through relationship building and real-time coaching

● Coordinate changes in staffing schedules by collaborating with Workforce Management Team

● Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues and escalations.

● Bring in-depth operational knowledge and a thoughtful understanding when participating in client meetings.

● Demonstrate a positive work ethic and commitment to achieve best possible outcomes.

● Act as a mentor by exemplifying Cognizant’s Core Values.

● Learn and Maintain an extensive amount of knowledge regarding the client’s policies, processes, and philosophy.

● Observe, and Report negative performance and/or behavior concerns of associates.

● Promote the professional and personal development of individual team members by demonstrating a positive work ethic/attitude and commitment to achieving the best possible outcomes.

● Collaborate with training on developing and maintaining knowledge management.

Qualifications -

● Exp dealing with escalated issues in a contact center capacity

● Basic knowledge of Google Suite (sheets, slides, docs, drive)

● Ability to use spreadsheet applications to maintain/develop operational reporting

● Exceptional time management, organizational, and prioritization skills to complete work in a timely manner

● Ability to work a variety of shifts including days, evenings, overnight and holidays

● 1-2 years of overall experience in a client service environment

● Proven experience in team leading / people management (1+year)

● High school graduate

● Strong problem-solving skills and excellent attention to detail

● Effective interpersonal skills - verbal and written

● Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.

For Internal Hires the following also applies

● Successful completion of 90 day probationary period.

● No Attendance Occurrences/write ups or disciplinary action within the last 90 days.

● Meet or Exceed existing Performance, Service Level Agreements (SLA) and Quality Assurance Standards.

Preferred Skills / Qualification:

● BA/BS or Demonstrable Equivalent Work Experience

● Lean/Six Sigma qualification and/or Data Analytics Certification

● Training Certification

● Program documentation experience

● Process writing experience

● Experience with data analysis using differing sources and metrics

Salary and Other Compensation:

Applications will be accepted until 011/30/2024

The hourly rate for this position is between $35.00-40.00 per hour, 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 hourly rate, 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.

Education and/or Experience Associates degree or equivalent from two-year College or technical school or six months to one-year related experience and/or training or equivalent combination of education and experience.

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.

What is in it for you? Well, at Cognizant, we offer a competitive compensation package including excellent benefits such as insurance (available day 1 of employment), great work life balance, 401k with matching component, and many other benefits.

An inclusive environment embracing diversity: for the second time, Cognizant has been named to the Forbes list of Best Employers for Diversity based on survey responses from its employees

About Cognizant
Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at www.cognizant.com or @cognizant.