Role Description:
Manage teams and provide effective guidance. The Team Leader will be responsible for supervising, managing and motivating team members on a daily basis. You should also be able to act proactively to ensure smooth team operations and effective collaboration. Ultimately, you should lead by setting a good example and engage the team to drive results and achieve goals.
Qualifications
- Candidate must possess at least a Bachelor's/College Degree, any field. Post Graduate (preferably MBA), PMP certification or relevant domain certification, or Completed 2 Years in College.
- 2+ years experience in leading teams, personnel and workflow management for Technical and Customer Service Support
- Experience in leading teams that provide Customer Service and Technical Troubleshooting support for Financial and payment gateway platforms
- Applicants must be willing to work in Giga Center, Pasig
- Applicants must be willing to work in Mid-Graveyard shift and or Holidays and weekends if needed
Key Responsibilities
- Manage, mentor, scale up, stabilize team
- Attrition and performance Management
- Ability to document and report team's performance on a daily/ weekly/ monthly basis
- Lead Business Reviews with stakeholders
- Audit and test transactions
- Track and report issues and bugs
- Apply latest guidelines, recommendations, and best practices
- Analyse user behavior data and make content recommendations based on metrics
- Coach and mentor new joiners and agents with low performance
Policy Responsibilities
- Build strong understanding of the product and provide meaningful inputs/insights for product/policy enhancement
- Identify gaps in existing policy / tools and offer possible solutions to bridge these gaps
- Create policy snapshots to share with the larger team to help them understand policy better
- Identify trends based on issues escalated by the floor to help trainers with meaningful interventions
- Develop Standard Operating Procedures based on inputs from all teams including Quality Assurance to be implemented on the floor for employees adherence and guidance
Other Responsibilities
- Participate in planning sessions and helps set plans and programs
- Participate in client calls regarding updates on new products and development
- Participate in planning sessions and helps set plans and programs
Why Join Us:
At Cognizant, we don't just offer jobs—we build careers that thrive in the digital era.
- Growth That Matters – Clear career paths, continuous learning, and opportunities to move into leadership or specialized roles. You're not just filling a seat—you're building a future.
- Support That Empowers – A collaborative culture where your voice is heard, your ideas matter, and your well-being is prioritized through strong benefits and work-life balance.
- Impact That Inspires – Work on global accounts that shape industries, influence millions of users, and give you a sense of purpose beyond the paycheck.
Your future starts here—grow, thrive, and make an impact with Cognizant.
