Customer Support -Team Lead

**Job Summary**



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 C1-level English proficiency for voice interactions, strong people management skills, and complete ownership of service delivery metrics in a 24/7 environment.



**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 impro...