Cognizant is looking to expand its team and requires a proactive and detail-oriented individual to oversee day-to-day team operations and support delivery. This individual will play a critical role in team management, process optimization, and cross-functional collaboration to ensure consistent, high-quality outcomes in customer support and technical operations.
Requirements
- Comfortable working with reporting tools and CRM systems.
Responsibilities
- Assign daily caseloads to support advocates to ensure balanced workload distribution and efficient customer service delivery.
- Prepare and deliver Monthly Business Reviews (MBRs) and other relevant reporting documents to Leadership. Support ad hoc reporting needs as required.
- Manage and perform daily reassignment of requests from the Tech Router queue to appropriate team members or queues.
- Act as the communication liaison for escalated issues via the Ecomsup alias, ensuring timely resolution and clear stakeholder updates.
- Lead the weekly HDC and Payout synchronization meetings to align on team goals, resolve blockers, and track ongoing initiatives.
- Compile and analyse data to forecast support resource needs. Present findings to delivery and planning stakeholders to inform operational planning.
- Conduct root-cause analysis and drive resolution of customer and operational issues, collaborating with relevant internal teams.
Other
- Proven experience in a team leadership or coordination role within a customer service or technical support environment.
- Strong communication and interpersonal skills.
- Data-driven mindset with proficiency in compiling, interpreting, and presenting operational metrics.
- Experience managing escalations and leading cross-functional meetings
- Strong problem-solving abilities and the ability to multitask effectively in a dynamic environment.
- Ability to foster collaborative working relationships across departments.
- Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.
