job description
Are you a seasoned leader with a passion for excellence in customer service operations? Cognizant, a global powerhouse in professional services and digital solutions, is looking for a dynamic Ops Team Leader to join our expanding team in Dumaguete City.
In this pivotal role, you will be the driving force behind a high-performing team, ensuring that our operations not only meet but exceed client expectations. You will foster a culture of continuous improvement, mentor talented individuals, and play a crucial role in our mission to deliver innovative, industry-leading solutions. If you are a proactive leader who thrives in a fast-paced environment and is committed to fostering a collaborative team culture, we invite you to grow your career with us.
Responsibility
- Lead, coach, and mentor a team of customer service professionals to achieve daily KPIs and service level agreements.
- Monitor team performance metrics and implement strategies to improve quality, efficiency, and customer satisfaction scores.
- Conduct regular performance reviews and provide constructive feedback to support the professional growth of team members.
- Ensure full adherence to company policies, operational procedures, and compliance standards.
- Act as a point of escalation for complex customer issues, ensuring timely and effective resolutions.
- Facilitate team meetings to discuss updates, performance trends, and motivational strategies.
- Collaborate with stakeholders to identify process improvements and streamline operational workflows.
Qualifications
- At least 2-3 years of experience in a Team Leader or supervisory role within a BPO or Call Center environment.
- Strong understanding of contact center metrics (AHT, CSAT, FCR, Quality scores).
- Excellent verbal and written communication skills in English.
- Proven ability to motivate, lead, and develop high-performing teams.
- Solid analytical skills with the ability to interpret data and make informed operational decisions.
- Proficient in MS Office Suite, particularly Excel for reporting and data analysis.
- Flexibility to work in shifting schedules, including weekends and holidays.