Senior Team Leader

Senior Team Leader at Cognizant

Cognizant is a global leader in technology and consulting services, dedicated to helping businesses transform and innovate. We are committed to fostering a diverse and inclusive workplace where every employee can thrive.

We are looking for a Senior Team Leader who will ensure exceptional customer experience by driving quality standards and managing day-to-day team operations. This role requires strong leadership, performance management, and the ability to foster continuous improvement.

Key Responsibilities

• Manage daily operations and ensure adherence to KPIs and schedules.
• Drive quality and customer satisfaction through effective floor management.
• Build strong relationships with internal support groups and external stakeholders.
• Monitor team performance, provide feedback, and maintain morale.
• Prepare and communicate team scorecards and reports (daily/weekly/monthly).
• Handle escalated customer complaints and ensure timely resolution.
• Conduct team meetings, huddle, and maintain clear communication.
• Participate in hiring, training, and retention strategies.
• Ensure compliance with Cognizant policies and project requirements.
• Support business continuity plans and strategic initiatives.
• Represent team performance in client meetings and operational calls.

Qualifications Requested

• Education: Any graduate
• Languages: Fluency in English and one of the following: German, Italian, French (equivalent skill level with C1 certificate).
• Minimum 5+ years of relevant work experience in SERVICE DESK
• At least 12 months in a Team Leader role in an IT SERVICE DESK ENVIRONMENT

Required Skills Are

• Strong leadership and people management skills.
• Excellent communication and problem-solving abilities.
• Ability to manage performance, scheduling, and operational KPIs.
• Proficiency in reporting and data analysis.
• Customer-centric mindset with a focus on continuous improvement.

Why Join Us

• Competitive salary and cafeteria benefits; free sport allowance (near the office buildings), All You Can Move SportPass (at a discounted price), medical benefits and other perks
• Opportunities for professional growth and development
• Collaborative and innovative work environment
• Commitment to diversity and inclusion
• Multilingual environment
• Pleasant and inspiring working atmosphere with multicultural community and state-of-the-art technologies.
• Easy to access location and modern office building
• Reimbursable language courses
• Team events and Company events
• High value awards and recognitions, annual bonus for top performers, and annual salary review

Key skills/competency

• Service Desk Operations
• Team Leadership
• Performance Management
• Customer Experience
• KPI Management
• Stakeholder Engagement
• Problem Solving
• Reporting & Data Analysis
• Continuous Improvement
• Multilingual Communication