Description

Location: ASEAN (Thailand, Malaysia)

Employment Type: Full Time | 24/7 Rotational Shifts | Work from Office

Band / Designation: Team Lead

Role Overview

The Team Lead - Contact Center will be responsible for managing end-to-end operational delivery for inbound and outbound voice processes, along with chat and email support. The role demands B2-level English proficiency for voice interactions, strong people management skills, and complete ownership of service delivery metrics in a 24/7 environment.

Key Responsibilities

• 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.

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

Required Experience & Skills

• 5-8 years of experience in Contact Center / BPO operations

• Minimum 2 years' experience as Team Lead / Assistant Manager

• Strong Voice proficiency with C1 English level

• Experience handling Inbound, Outbound, Chat, and Email processes

• Hands-on experience with CRM tools, telephony systems, and WFM tools

• Strong analytical, communication, stakeholder management, and leadership skills

• Strong proficiency using Google and Microsoft products.

Shift Requirements

• Willingness to work 24/7 rotational shifts, including night shifts, weekends, and holidays. Work From Office

Cognizant Competencies

• Client Centricity

• Operational Excellence

• Data-driven Decision Making

• People Leadership & Talent Development

• Compliance & Risk Management

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.