Work location: Bangkok, Thailand
Job Title: Team Leader operations
Immediate Reporting Relationships:
Team Manager/ Service Delivery Manager.
Candidate Qualification:
Educational Requirement:
Bachelor’s/Master’s Degree
Relevant Experience and Minimum # of Years/ Months
- 4 – 6 Years which includes a minimum of 2 years of team handling (15+ FTEs) experience.
Core Competencies:
- Excellent written, reading & spoken communications skills in English &/ Required Language and understanding of local culture
- Should have had coaching and mentoring experience
- Search skills, ability to approach problems logically
- Excellent people and performance management skills
- High degree of problem-solving and analytical skills with strong attention to detail required
- Ability to manage multiple tasks and competing priorities effectively under pressure and short time lines
- Set a healthy environment in the team and positive mind frame in the individual
- Ability to work in a fast-paced, constantly evolving environment
- Strong understanding of online & digital markets
- Proven track record of exceptional performance and high productivity
- Excellent client and process management skills
- Understanding of the social space (trends, influencers, engagement, things to be cautious of etc.)
- Quick learning and understanding of complex processes
Other Requirements (Certification, etc.)
- Candidate should be comfortable to work in 24*7 shifts with rotational weekly offs & Shifts
- Ability to manage critical situations with minimum supervision
- Customer service orientation and ability to work in a team
- Strong keyboard and analytical skills
- Ability to perform in adverse situations
- Should be comfortable working with explicit & extremely sensitive content
Detailed Role & Responsibilities (Please include Shift timings & Client Incentives as applicable)
- Responsible for managing a team of 20-25 agents making sure daily KPIs are achieved
- Mentor and groom the team members as per the career growth options
- Managing team who review sensitive content, sometimes involving graphic or otherwise disturbing subjects
- Motivate and drive the team to ensure timely deliverables
- Track and report daily volumes and quality stats to the TM and other stakeholders
- Provide performance feedback, coaching on the Analysis conducted by the QA
- Report and Identify training requirements based on the data analysis for respective teams
- Excellent SLA management skills & should have experience in preparing and reviewing RCA
- Help improve the defined processes as we create more automation and gather information
- Review team on bottom quartile management activities
- Co-ordinate with non-operations team to make sure smooth BAU
- TL will also be trusted to maintain a high degree of confidentiality while meeting strict deadlines
- Flexible to work in assigned shift timings as per process requirements
About Cognizant:
Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at www.cognizant.com or @cognizant.
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