Job Information
Cognizant Team Lead - PL in Sao Paulo, SP - Rochavera, Brazil
processes (receiving and making calls), in addition to chat and email support. You will be a valued member of the Brazil IOA CX Multi Channel Helpdesk team and work collaboratively with Partner with Quality, WFM, Training, and Client stakeholders for continuous improvement.
In this role, you will:
Lead and manage a team of customer service associates across voice, chat, and email channels.
Ensure achievement of SLAs, KPIs, and client contractual requirements.
Provide real-time floor support, escalations handling, and operational governance.
Conduct regular performance reviews, coaching sessions, and capability upskilling.
Drive adherence to Cognizant policies, Information Security, and compliance standards.
Partner with Quality, WFM, Training, and Client stakeholders for continuous improvement.
Creating reporting and presentations to connect with internal and external stakeholders.
Work model: onsite
At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role’s business requirements, this is an onsite position requiring 5 days a week in a client or Cognizant office in São Paulo-SP.
The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.
What you need to have to be considered
Experience in Contact Center/BPO operations
Experience as a Team Leader/Assistant Manager
Advanced English - excellent verbal and written communication.
Experience in customer service processes (reception, fulfillment, chat and email)
Practical experience with CRM tools, telephony systems and WFM tools
Analytical, communication, stakeholder management and leadership skills
Proficiency in Google and Microsoft products.
Operational Metrics Knowledge : Service Level (SL), Average Handle Time (AHT), First Contact Resolution (FCR), Customer Satisfaction (CSAT), Quality Scores, Schedule Adherence & Shrinkage, Absenteeism, Abandonment Rate, Productivity and Utilization.
Willingness to work in 24/7 rotational shifts including nights, weekends, and public holidays. Work from Office
Please, upload your resume in English.
We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.
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.