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Cognizant
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Team Lead - CM

Team Lead - CM

Cognizant

0 years

0 Lacs

Gurgaon

Posted:2 months ago| Platform: GlassDoor logo

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Skills Required

communication report ethics compliance training resolve creativity risk leadership management audits analysis escalation

Work Mode

On-site

Job Type

Part Time

Job Description

Team Lead – GGN Roles and responsibilities: 1. Overall responsible for managing team of 18-20 associates and driving performance 2. Manage all the KPI (Internal & External) such as Customer Sentiment Scores, FCR, AHT, Escalations, TAT, Attrition and Shrinkage 3. As a team leader, be the contact point for all team members, hence, communication skills should be excellent 4. Team Leader has to act proactively to ensure smooth team operations and effective collaboration Responsibilities Create an inspiring team environment with an open communication culture Set clear team goals Oversee day-to-day operation Monitor team performance and report on metrics Create a culture of maintaining Ethics & Compliance within the team Motivate team members Discover training needs and provide coaching Listen to team members’ feedback and resolve any issues or conflicts Recognize high performance and reward accomplishments Encourage creativity and risk-taking Suggest and organize team building activities Requirements Prior work experience as a Team Leader In-depth knowledge of performance metrics Excellent communication and leadership skills Organizational and time-management skills Decision-making skills Below is the list of other KPIs: Daily Attendance check & Shrinkage management Team Huddles (Pre and Post Shift) o Share updates with the team Daily Audits/Analysis (in-depth scrubbing) o Quality & Compliance Audits Team/Performance Management o 1-0-1’s with Team Members o Feedback and Coaching o Weekly/Monthly review of team members Escalation Handling o Handling all escalations and preparing Root cause analysis identifying the reasons for the escalations o Ensuring closure of escalation with appropriate resolution Managing Attrition Attend calls/meetings with internal/external stakeholders o Preparation of Weekly Business review o Sharing team performance and review with Internal stakeholders

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Team Lead - CM