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Cognizant, a Fortune 500 company, is seeking a Team Lead to join our innovative company and growing team. The Team Lead is responsible for assisting our agents and customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff and responsible for delivering high standards of service to customers by making the most effective and efficient use of the call-center staff and technology resources.

JOB DESCRIPTION

• Experience in managing contact center of staff taking calls and performing below jobs

• Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance

• Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Contact Center

• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision

• Meet client expectations for call center metrics and call quality. Assure all required daily reporting is generated and distributed

• Ensure compliance with client and regulatory requirements

• Maintain quality control of employees’ work by call monitoring, performance review, and employee development.

• Establish processes to improve overall performance.

• Maintain positive relationship with clients.

• Other duties as assigned

REQUIREMENTS

• Experience in Mortgage Industry- Required

• High School diploma or equivalent required, BA preferred

• Contact Center Management experience

• Exceptional ability to develop and manage results-oriented recruiting and training programs

• Advance skills in building and retaining relationships with clients.

• Must have verifiable ability to improve call center performance.

• Understanding of call center technology such as dialers and IVRs, as well as workforce management analytics.

• Strong leadership skills required; ability to mentor and develop staff.

• Excellent verbal and written communication skills

Salary and Other Compensation:

Applications will be accepted until April 12, 2025.

The hourly rate for this position is between $34.00 – $80.00 per hour, depending on experience and other

qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and

subject to the terms of Cognizant’s applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Life & Disability Insurance

· Group health dental & Wellness

· Sick Leaves

• 401(k) plan and contributions

Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.