Contact Center Team Lead

We strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a remote position open to qualified applicants in the United States. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs.

About The Role

As a Contact Center Team Lead, you will make an impact by providing daily oversight of the client’s operations team. This role provides performance and development guidance to all team members and is responsible for the implementation of improved procedures and/or enhanced tools allowing the team to quickly and professionally resolve end-user questions and concerns. You will be a valued member of the Cognizant team and work collaboratively with stakeholders and other teams.

In This Role, You Will

• Supervise a team of Contact Center Agents by providing clear direction, assessing performance, identifying development needs, providing coaching and counseling and working with the Team Manager on team development plans.
• Ensure adequate staffing and support coverage is maintained across all shifts.
• Daily monitoring of support and service to ensure timely response, resolution and customer satisfaction.
• Provide daily/weekly/monthly service delivery KPI reports and ensuring service and SLAs are met.
• Ensure detailed documentation of procedures and processes is maintained and updated.
• Documentation and escalation of issues to other internal groups.
• Other duties as required.
  
  

What You Need To Have To Be Considered

• Experience supervising other team members
• Proficiency with Microsoft Office
• Experience in contact center tools such as Salesforce, Five9, etc.
• Strong communication and customer service skills, both oral and written.
• Must have excellent analytical skills
• Must have high energy levels and ability to influence stakeholders
• Must have exceptional customer service capabilities
• Ability to work independently in a remote environment
  
  

Required Education And Experience

• High School Diploma and 3 years of equivalent experience.
  
  

We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.

Salary And Other Compensation

Applications will be accepted until June 27, 2025.

The annual salary for this position is between $55k to $60k, 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 salary, 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.

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