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Job Title: Team Leader – Operations (BPO)

Location: Kuala Lumpur, Malaysia

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

Qualifications & 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

· 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

About Cognizant:

Cognizant (Nasdaq: CTSH) engineers’ modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at www.cognizant.com or @cognizant.

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Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.