Cognizant, a Fortune 200 corporation, is looking for a Team Lead in Mesa, AZ. The Team Lead is a senior level specialist who is responsible for both carrying out and reporting upon their core team’s work order. They are subject matter experts with a detailed understanding of team specific tools, workflows, and policies, and act as the interface between management and the operators.

Desired Skills & Experience

• 5 years of overall experience in a client service environment
• 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 optimally communicate with good verbal / written communication skills
• Flexible and adaptable to the changing business and customer requirements with the ability to maintain high standards of work in pressure situations

Role & Responsibilities

• Lead a team of associates by answering team members’ questions and provides advice.
• Ensure the team meets all contractual SLA targets along with helping others to meet their goals
• Answer customer queries (email /chat/call)
• Review and resolve customer escalations
• Monitor individual & team performance, identify improvement areas & training needs for the team, and 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.

Employee Status : Full Time Employee

Shift : Variable

Travel : No

Job Posting : Dec 07 2022

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

If you have a disability that requires a reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.