Cognizant is seeking a strong Team Leader to lead a team of client support analysts for a global social media organization. This group focuses on working closely with small businesses and agencies to assist with operational tasks.

This position will be responsible not only for managing day to day operations of the team, people management, performance management but also help the client determine gaps in processes, identifying innovative ways to solve problems upstream and scale our operations.

Ideal candidates will be comfortable understanding social media profiles and pages, scoping tool and process issues, tracking bugs and working with product engineers. This person must have an appetite for research and gathering data insights along with the ability to use that data to create impactful reporting. This position requires a high level of comfort working with cross functional partners, and a strong analytical mindset. Successful team members have a passion for business success, strong attention to detail, analytical problem-solving abilities, and keen eyes for operational inefficiencies.

Education:

• BA/BS degree preferred or equivalent experience

Minimum Qualifications:

• 3+ years working in a service/customer service/sales organization

• Demonstrated capability in driving performance improvement and managing people

• Excellent communication skills – written and oral

• Demonstrates a proactive approach to team management

• Experience with Excel (preferably with Macros, VLOOKUP, Pivot Tables, Conditional Formatting)

• Basic knowledge of SQL queries and managing large amounts of data

• Experience with Google Docs, Sheets, Slides & Forms

• Client focused and solutions oriented; Good problem solving and analytical skills

• Ability to comprehend and analyze client situations, then use judgment to help analysts apply the most appropriate solution for the client

• Ability to collaborate and work effectively with cross functional and global teams

• Self-learner interested in both the how and the why

• Ability to educate customers on policy and product questions

• Ability to prioritize effectively according to changing circumstances and manage multiple projects while maintaining strict attention to detail

• Decision making with ability to apply judgment to processes and situations

  
  

Preferred Qualifications:

• Project management

• E-mail and chat support experience

• Experience working in and with a global organization

  
  

Success in this position requires exceptional customer service skills; a willingness to experiment; the ability to thrive in a dynamic, team-focused environment; and a passion for helping others achieve results.