What are the responsibilities and job description for the Team Lead - Customer Success position at Cognizant Technology Solutions?
Overview:
This position will be working with the world&rsquos leader in self-driving vehicles to safely connect people to the places, things, and experiences they care about. The Team Lead is responsible for running day to day planning, operational challenges and solving problems of a team of agents.
Job Responsibilities:
- Direct a team of Rider Support Agents passionate about driving outstanding customer experiences across all supported channels (email/call/chat)
- Ensure the team meets all contractual SLA targets along with helping others to meet the same
- Answer customer queries (email /chat/call) - support associate who needs assistance
- Review and resolve customer issues
- Supervise individual / team performance, identify improvement areas/ training needs for team, implement action plans and supervise closure
- Train new team members and work closely with them to teach them on company policies and best practices for resolving customer queries
- Drive skill improvement initiatives in the team through knowledge sharing, cross training, and rotation
Required Qualifications:
- Bachelor&rsquos degree or equivalent preferably in Information Technology, Business, Computer Science, or any related field
- 3 years in a customer support role
- Comfortable working with modern customer support and efficiency tools
- Excellent interpersonal and communication skills
- Quality focus documentation skills analytical and problem-solving skills
- Excellent presentation, communication and client influencing skills
Preferred Qualifications:
- Previous experience in high-tech or transportation industry
- Background for the AV (Autonomous Vehicle) Industry
- Emerging Technology enthusiast
- Knowledge of key issues and current developments in the AV industry
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.
Employee Status : Full Time Employee
Shift : Day Job
Travel : No
Job Posting : Oct 26 2022
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 at www.cognizant.com or 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 CareersNA2@cognizant.com with your request and contact information.
