Cognizant is a global leader in business and technology services: application development and maintenance; BPO, IT Infrastructure Services & business consulting; "SMAC" - Social Media Analytics and Cloud. We have delivered industry leading growth in the past years and ensure that we can lead our clients-and our own business-toward new horizons of productivity, growth and value.
Our Budapest center provides nea-shore IT Development, IT Infrastructure Services and BPO support for several of our global customers that include the world leaders in Pharma, Banking, Consumer Goods and Telecom.
Currently we are looking for talented people for the role of:
Team Leader – French (afternoon shifts)
Summary of Job Purpose:
Please join our international team as a Team Leader where you will be responsible for focusing on quality of customer experience delivered by your team, improving and understanding the quality parameters. You will also be responsible for day to day management of the team, including maintaining staff motivation and satisfaction level, scheduling adherence of the team and improving performance.
Analyze performance of the team through various reports available. Same to be discussed in briefings and actions to be planned to work on the AOIs
Prepare and conduct daily briefs
Prepare daily game plans on the basis of reports analyzed and execute the same to meet commercial targets
Active management of the team’s day to day activities and performance (schedule adherence/liaise with RTA/case queues/managing wrap and idle/etc)
Be the first point of contact for all customer escalations and queries
Monitor calls SBS and coach team members
Maintain Issue Log on a daily basis
Conduct 1-2-1 with team members once every month to discuss performance and development opportunities
What we require:
Bachelor’s Degree in any discipline
At least 1-3 years experience as a Team Leader in an international customer service or call center environment
Service Desk or experience in a technical environment is a strong advantage
A good command of English + French is a must, both written and spoken
Understanding of Quality culture
Excellent Troubleshooting skills, search skills, ability to approach problems logically
Willingness to work in afternoon shifts
What we offer:
Open, international and multicultural environment
Opportunity to be part of a rapidly expanding organization
IT Academy courses, professional development and career path
Competitive salary and cafeteria benefits
Organization Marketing Statement:
Cognizant (NASDAQ: CTSH) is a leading provider of information technology, consulting, and business process outsourcing services, dedicated to helping the world's leading companies build stronger businesses. Headquartered in Teaneck, New Jersey (U.S.), Cognizant combines a passion for client satisfaction, technology innovation, deep industry and business process expertise, and a global, collaborative workforce that embodies the future of work. With over 50 delivery centers worldwide and approximately 162,700 employees as of March 31, 2013, Cognizant is a member of the NASDAQ-100, the S&P 500, the Forbes Global 2000, and the Fortune 500 and is ranked among the top performing and fastest growing companies in the world. Visit us online at www.cognizant.com or follow us on Twitter: Cognizant.