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Team Manager - Dupont, United States - Cognizant North America
Description
Contact center managers hire, train, prepare, and empower their staff members to provide excellent service to clients and customers.They set objectives, analyze contact center metrics, ensure that the company and staff meet goals, and provide reliable, efficient support for clients and customers.
Roles and Responsibilities:
Lead a team of Team Leads/ SME's and training to deliver Client/Customer and Business program goals and metrics.
Monitor new hire training and review the scores with Trainers and Team Lead before the new hire goes to the floor.
Stay current with change management and procedures with changes implemented.
Address staffing when large changes roll out to ensure no interruption to client and customer.
Act as Cognizant and Client/Customer point of contact for issues relating to account
Implement ongoing Continuous Improvement program for all team members by collaborating with the Training Team and QA staff.
Receive and resolve client critical issues.
Advise senior management of client challenges/concerns and resolution.
Review individual weekly score cards of associates with Team Lead and QA Team.
Verify associates are meeting required metrics to support clients and customers.
Aligns targets, implements guidelines, supervises KPI's and assists with any challenges the Team may come across.
Maintain an open-door policy to be available as needed.
Communicate to team the company objectives to align with the client's agenda
Participate in preparation of contact center performance reports by collecting and analyzing contact agents' data from Team Lead
Evaluate individual performance reviews and overall team effectiveness with upper management.
Perform monthly, quarterly and year end reviews and document year end summary.
Mentor to Team Leads on performance evaluation and employee engagement.
Champion both staff development and performance management as appropriate
Conduct effective resource planning to improve the efficiency of resources (people, technology etc.)
Collaborate with WFM and RTA to ensure priority times are covered.
Review budgeting and tracking expenses with Service Delivery Manager
Collaborate with Team Lead, Training, QA and SMEs to hire, coach and deliver training to personnel to maintain high customer service standards
Review weekly, monthly, and yearly QA procedures to improve contact handling along with other procedures.
Maintain and improve call center operations by supervising system performance; identifying and resolving challenges; and change control.
Review and modify daily, weekly and monthly timesheet and end-of-month billing and provide final sign-off for workstream billing and invoicing.
5+ years of People Management and service delivery experience
4+ years of QA and Training Management experience
5+ years' Experience in customer service.
Demonstrable Metric and KPI improvement actions
Working with cross functional and global teams experience
Experience in end-to-end performance management
Experience prioritizing internal and external (client) needs with data-based decisions and solutions
Proven experience as call center manager or similar position
Knowledge of performance evaluation and customer service metrics 5+ years
Solid understanding of reporting and budgeting procedures
Proficient in Google applications and contact center equipment.
Outstanding communication and interpersonal skills
Ability to Maintain a level of professional and respectful presence at all times.
Excellent organizational and leadership skills with a problem-solving ability
Positive and patient
Ability to delegate duties as necessary. Assign multiple projects and monitor to completion.
Certified Call Center Manager HDI/CCCM
Experience prioritizing internal and external customer/client needs with data-based decisions and solutions
Preferred Skills / Qualification:
BA/BS or Validated Equivalent Work Experience
Lean/Six Sigma qualification and/or Data Analytics Certification
Training Certification
Program documentation experience
Process writing experience
Experience with data analysis using differing sources and metrics
Salary and Other Compensation:
The annual salary for this position is between $95,000- $105,000/yr depending on experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans.
Benefits :
Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
Medical/Dental/Vision/Life Insurance
Paid holidays plus Paid Time Off
401(k) plan and contributions
Long-term/Short-term Disability
Paid Parental Leave
Employee Stock Purchase Plan
Disclaimer:
The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.
Employee Status :
Full Time Employee
Shift :
Day Job
Travel :
No
Job Posting :
May
About Cognizant
Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era.
Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses.Headquartered in the U.S., Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world.
Learn how Cognizant helps clients lead with digital ator follow us @USJobsCognizant. Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Cognizant is an equal opportunity employer.
All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
If you have a disability that requires a reasonable accommodation to search for a job opening or submit an application, please email with your request and contact information.
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