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    Team Lead - Kuala Lumpur, Malaysia - Cognizant Technology Solutions

    Cognizant Technology Solutions
    Cognizant Technology Solutions Kuala Lumpur, Malaysia

    6 days ago

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    Description

    Job Description:

  • Manage Day to Day operations, Service Levels and Floor Operations
  • Organize team huddles and work towards keeping the team motivation at high levels
  • Prepare the shift roster & review with SDM before sharing with the team
  • Facilitate Administrative and operational needs of the team
  • Ensure the team is always up to date with product and process knowledge and are adhering to workflow and process guidelines
  • Partner with team members to enhance their potential and utilize their strengths to accomplish individual & team deliverables
  • Support individual team members to improve on their opportunity areas
  • Assign routine tasks to the team
  • Accountable for meeting & exceeding the process SLAs (Productivity, Quality, Process Hygiene, Customer Satisfaction, Adherence to Schedule and Attendance.. etc)
  • Ensure that team is following the standard procedures
  • Ability to learn to work with Google internal tools
  • Provide updates to management on team performance
  • Supports hiring and training
  • Drive and own continuous improvements via technology and analytics interventions
  • Meet & exceed contractual business targets
  • Contribute in preparation of weekly, monthly & quarterly performance reviews with clients
  • Prepare and report process performance metrics to stakeholders
  • Adopt best practices from other processes/ verticals etc
  • Establish strong relationships with clients
  • Manage a team of 20 associates
  • Performance Management & Appraisals for the team

    • Qualification & Experience:

  • Qualified Graduate
  • 24+ months of BPO experience with overall experience of 3-5 years
  • Managed a team for at least 1 year
  • Language Proficiency in English and at least 1 other local languages (Malay, Mandarin, Tamil, Hokkien)
  • Handle Client Escalations
  • High Analytical & Coordination skills are essential
  • Documentation support, research & excellent project skills
  • Very Good people management Skills
  • Ability to follow through on projects assigned
  • Internet Savvy
  • Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
  • Ability to work in a team
  • Ability to perform in adverse situations
  • Very Good MS office Skills and Google Docs
  • Team player and self-starter with strong interpersonal and solution oriented attitude and an ability to effectively operate with high energy and flexibility in a fast paced, constantly evolving team environment
  • Demonstrated ability to synthesize information and see the big picture while effectively managing details
  • Strong client-facing skills with excellent communication, negotiation and conflict management skills & Stakeholder management skills
  • Ability to streamline complex processes and implement workflows designed to increase efficiency.
  • Data driven with a keen eye for detail – proactive identification of failure points/ risks and develop action/ mitigation plans

    • 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 or @cognizant.

    #LI-CTSAPAC

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