Cognizant is a global organization serving clients across multiple industries with a deep set of offerings provided by our practice areas and supported by corporate and enabling functions. Employing roughly 270,000 talented associates worldwide, Cognizant is dedicated to anticipating and solving clients toughest problems and enabling them to thrive in the digital era. Join us and Be Cognizant!

Key Job Duties and Responsibilities:

· Manage and supervise a team of Rider Support Agents.

· Ensure sustained proficient training, professional development, and employee engagement.

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

· Analyze reports and statistical data to measure productivity and identify root causes for underperformance.

· Implement and supervise action plans to completion.

· Monitor team members for retention and succession planning.

· Track and proactively address agent concerns.

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

· Motivate team members through relationship building and real-time coaching.

· Coordinate staffing schedule changes in collaboration with the Workforce Management Team.

· Collaborate with other departments (HR, IT, etc.) to resolve issues and escalations.

· Contribute in client meetings with in-depth operational knowledge and thoughtful understanding.

· Demonstrate a positive work ethic and commitment to achieving best possible outcomes.

· Act as a mentor, exemplifying Cognizant's Core Values.

Qualifications:

· Proficient in English and Spanish Language

· College graduate, or completed at least two years of college education

· Minimum of one year of solid experience in a similar role

· Experience dealing with escalated issues in a contact center capacity.

· Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive).

· Ability to use spreadsheet applications for operational reporting maintenance/development.

· Exceptional time management, organizational, and prioritization skills.

Why Join Us

Competitive Salary & Benefits – Earn well while enjoying great perks
Career Growth – Clear paths for promotions and skill development
Supportive Work Environment – Join a team that values you
Comprehensive Training – No experience No problem! We've got you covered
Exciting Opportunities – Be part of a dynamic and growing industry

Ready to take the next step Apply today!

Spanish Bilingual - Team Lead (Bilingual Account)