Contact Center Team Lead - Banking Support

Job summary

We are seeking a highly motivated and experienced BPO Team Lead Operations with 5 to 8 years of experience in customer voice operations. The ideal candidate will be responsible for overseeing day-to-day operations ensuring high-quality customer service and driving team performance. This role is work from home and operates during day shifts with no travel required.

Responsibilities

• Lead and manage a team of customer service representatives to ensure efficient operations and high-quality service delivery.
• Oversee daily operations and ensure adherence to company policies and procedures.
• Provide guidance and support to team members to resolve customer issues effectively.
• Monitor team performance and implement strategies to improve productivity and customer satisfaction.
• Conduct regular team meetings to communicate updates address concerns and provide training.
• Analyze performance metrics and generate reports to track progress and identify areas for improvement.
• Collaborate with other departments to ensure seamless service delivery and resolve any operational challenges.
• Develop and implement process improvements to enhance efficiency and customer experience.
• Ensure compliance with all regulatory requirements and company standards.
• Handle escalated customer issues and provide resolution in a timely manner.
• Maintain up-to-date knowledge of industry trends and best practices to drive continuous improvement.
• Foster a positive and collaborative team environment to promote employee engagement and retention.
• Utilize customer feedback to identify opportunities for service enhancement and innovation.

Qualifications

• Possess a minimum of 5 years of experience in customer voice operations.
• Demonstrate strong leadership and team management skills.
• Exhibit excellent communication and interpersonal abilities.
• Show proficiency in analyzing performance metrics and generating reports.
• Have experience in process improvement and implementation.
• Display a strong understanding of regulatory requirements and compliance.
• Be adept at handling escalated customer issues and providing timely resolutions.
• Maintain up-to-date knowledge of industry trends and best practices.
• Foster a positive and collaborative team environment.
• Demonstrate the ability to work effectively in a work-from-home setting.
• Possess strong problem-solving and decision-making skills.
• Exhibit a customer-centric approach to service delivery.
• Show proficiency in using relevant software and tools for customer service operations.

Salary and Other Compensation:

Applications will be accepted until april 13, 2025.

The hourly rate for this position is between $34.00 – 37.00 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:

• Life & Disability Insurance

• Group health dental & Wellness

• Sick Leaves

• 401(k) plan and contributions

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.