The Team Leader is responsible for driving frontline performance excellence within a Logistics account by focusing on agent coaching, capability development, and engagement. This role ensures consistent SLA achievement by developing high-performing teams through structured coaching, real-time feedback, skills enhancement, and performance management aligned with Cognizant's delivery standards.
The Team Leader acts as the first line of leadership, translating account goals into daily execution while fostering a culture of accountability, continuous improvement, and client-centricity. Success in this role is measured not only by operational metrics, but by the growth, readiness, and retention of the team.
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.
Key Responsibilities
Operational Leadership
- Oversee day-to-day activities related to order processing, inventory management, systems tasks (e.g., Accellos/WMS), and customer support.
- Monitor workloads, assign tasks, and ensure timely completion in alignment with operational targets.
- Validate data accuracy in systems and ensure correct execution of processes such as order creation, order deletion, shipment updates, and documentation management.
- Handle operational escalations and ensure issues are resolved promptly and effectively.
- Team Management & Support
- Provide coaching, mentoring, and real-time support to team members.
- Conduct regular performance conversations and assist in developing individual improvement plans.
- Facilitate training on new or updated Lineage Logistics processes, tools, and system workflows.
- Promote a positive team culture focused on safety, accuracy, and accountability.
Quality, Compliance & Safety
- Ensure adherence to Lineage policies, SOPs, and customer-specific requirements.
- Support quality audits by maintaining documentation standards and process compliance.
- Encourage adherence to safety protocols, especially related to cold-chain operations and data integrity.
- Performance Monitoring & Reporting
- Track team KPIs such as accuracy, productivity, SLA adherence, and error rates.
- Prepare and share performance reports with supervisors or managers as required.
- Identify operational gaps and propose process improvements.
- Communication & Coordination
- Serve as the primary point of contact between the team and supervisors/managers.
- Coordinate with onshore support and cross-functional groups to ensure workflow continuity.
- Communicate process updates and ensure the team is aligned with operational changes.
Qualifications & Experience
- Experience in logistics, supply chain, warehouse operations, or in customer service-related field (preferred within a temperature-controlled environment).
- Prior leadership, coaching, or SME experience.
- Strong understanding of WMS platforms (Accellos/Synapse/Korber or similar).
- Minimum 3–5 years BPO experience, with at least 1–2 years in a supervisory or SME leadership role.
- Experience handling Logistics / Supply Chain processes (e.g., order management, transportation, freight, warehousing support, or eCommerce logistics).
- Proven experience conducting coaching sessions and managing performance improvement plans.
- Strong understanding of SLA/KPI management and quality frameworks.
- Experience managing a team size of 12–20 FTE preferred.
- Lean Six Sigma Yellow Belt or Green Belt is a plus.
- Willingness to work flexible shifts to support global clients.
Core Competencies
- Leadership & Team Development
- Operational Excellence
- Problem-Solving & Decision Making
- Communication & Collaboration
- Quality & Process Adherence
- Customer Focus
- Adaptability
