Job Responsibilities
- Direct, mentor, and motivate a team of 15 to 18 Specialists
- Conduct weekly one-on-one coaching sessions, performance reviews, and skills training to maximize engagement, quality, and retention
- Manage team performance against the Client's agreed Key Performance Metrics and Service Levels — including pipeline volume, revenue/engaged revenue, engagement rate, talk time, product points, book coverage, quality-assurance score, and FTE fulfilment — alongside operational measures such as SLA adherence and handle times across voice and non-voice channels.
- Enforce strict, impartial compliance with the Client's Advertising Policies and guidelines, and ensure no Specialist makes unauthorized commitments, discounts, refunds, pricing statements, or product commitments.
- Audit complex case decisions, run quality-assurance checks, and lead regular quality-calibration sessions with internal quality and the Client's quality/operations teams.
- Serve as the second-line escalation point for complex advertiser disputes, high-value accounts, and sensitive policy investigations, ensuring resolutions align with the Client's approved escalation pathways.
- Notify the Client of qualifying incidents and issues within the timeframes defined
Qualifications:
- At least 2nd year college finisher (w/ no back subjects)
- With at least 2–3 year experience in a leadership role
- Amenable to work onsite in Taguig
- Experience in Sales and Social Media related campaign
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.
