Team Lead - PL

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 t...