About The Role
Cognizant Technology Solutions are investing heavily in growing our brand and presence in Malaysia. As a result of recent successes with existing and new clients, we are looking to secure an experienced Team Leader to join our local teams.
This is an exciting opportunity for a highly motivated TL to join Cognizant and play a pivotal role in building, establishing and running new services for our Multinational Clients based in the region.
Individuals in this role are responsible for managing teams of associates & delivering business results in line with targets for the process. They are accountable for people management & process management.
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
