DirecciónService Desk Team Leader
For our office in Budapest, we are looking for a Team Leader to lead a group of multilingual Service Desk Agents. The Team Leader will be responsible for focusing on quality of customer experience delivered by the team, improving and understanding the quality parameters. 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.
Responsibilities:
· Initiate and foster continuous improvement process (root cause/problem solving)
· Prioritize, respond and maintain the compliant management process
· Participate in new hire interviewing and the candidate selection process
· Monitor and measure performance of the team and individuals and provide performance feedback, as required and laid down in the project guidelines
· Prepare, maintain and communicate team scorecards, as per the project requirements
· Maintain team communication, conduct team meetings and huddles to discuss on key updates/issues
· Adherence to Cognizant policies and procedures
· Manage the floor bases on floor management guidelines and requirements
· Inform line of management on potential attrition/absents in timely manner and plan for back fill staffing
· Adherence to project requirements during Business Continuity situation
· Ensure 100% compliance by self and team for all policies and procedures
· Educate the team and management on project progress, performance and potential risks/issues
· Ensure necessary technical and process related trainings and conducted by the SMEs in a timely manner, as appropriate
· Prepare consolidated weekly/monthly reports
· Quality management (prepare for audits and/or Operations Maturity standards)
· Process documentation and knowledge base-maintenance
Required skills:
· Fluency in English is a must
· Fluency in one of the languages: German, Italian, Spanish or French is an advantage
· 2-3 years of people management experience
· 4-5 years of relevant work experience in Service Desk/Technical Support
· University or College degree
· Knowledge on Service Desk tools
· Good understanding of client business
· Good Analytical, coordination, communication and analytical skills are essential.
· Being able to work under pressure
What we offer:
· A chance to be part of a rapidly expanding organization
· Easy to access location and modern office building
· Competitive salary and cafeteria benefits; sport allowance, medical benefits
· Team events, Company events
· Annual bonus for top performers and annual salary review
Employee Status : Full Time Employee
Shift : Day Job
Travel : No
Job Posting : Feb 26 2024
About Cognizant
Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @Cognizant.
