Cognizant is seeking a Team Leader for a team of client support analysts for a global social media organization. This group focuses on working closely with internal Sales and Account Management teams as well as external clients.

The Team Leader will be responsible not only for managing day to day operations of the team, people management, performance management, but also help the client determine gaps in processes, identifying innovative ways to solve problems upstream and scale our operations.

Ideal candidates will be comfortable understanding social media campaigns and supporting technical queries, have an appetite for research and gathering data insights and the ability to drive their team’s performances to meet challenging targets, a high level of comfort working with cross functional partners, and a strong analytical mindset. Successful team members have a passion for business success, strong attention to detail and analytical problem-solving abilities as well as strong people management skills.

Education:

• BA/BS degree OR equivalent experience.

Minimum Qualifications:

• Minimum of 2-3 years working in a service/customer service/sales organization, including a minimum of 1 year at Cognizant in current role.


• Currently SME/Trainer, QA or above OR a minimum of 1 years’ experience leading a team of 10+ team members in a rapidly changing, team-focused environment within a relevant industry


• Demonstrated capability in driving performance improvement and managing people.


• Excellent communication skills – written and oral.


• Demonstrates a proactive approach to team management.


• Client focused and solutions oriented; Good problem solving and analytical skills


• Ability to comprehend and analyse client situations and use judgment to help analysts apply the most appropriate solution for the client.


• Ability to collaborate and work effectively with cross functional and global teams


• Self-learner interested in both the how and the why.


• Ability to educate customers on policy and product questions.


• Decision making with ability to apply judgment to processes and situations.

Preferred Qualifications/Experience:

• Experience in online advertising at a major media agency or publisher.


• Project/People management


• Experience working in and with a global organization.


• Experience in stakeholder management and presenting to clients

Responsibilities:

• Daily management of job assignment in a queue and/or email based enviroment


• Working with Report Analysts to understand SLA trends and gaps


• Working with Quality Analysts to understand Accuracy trends and gaps


• Ability to deliver detailed RCA’s and develop action plans that provide positive results


• Open communication with direct reports on performance


• Support Team Manager in meeting/exceeding project SLAs


• Open communication with Team Leads in other regions for global alignment


• Bi-Weekly One on One with each direct report


• Use initiative to drive performance and improvement within the project


• Manage stakeholder expectations


• Presenting performance based results/RCAs  to Client


• Understanding HR policies


• Developing your direct reports


• Driving your own development with support from Team Manager

Success in this position requires exceptional customer service skills; a willingness to experiment; the ability to thrive in a dynamic and rapidly changing team-focused environment; and a passion for helping others achieve results.

Cognizant will only consider applicants for this position whom are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.