Team Leader operations

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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