BPO Team Manager

Cognizant hiring for BPO Team Manager jobs in Heredia,HE-AFZ, Edificio, Heredia, CR

1 Lead phone and/or specialized support team (e.g. Resolution, Seniors, Digital

Support, COE, Quality Review) specialists in a manner that ensures high

quality service and meets business goals at an acceptable cost. Achieve

performance expectations as set by management and communicate progress.

Direct and allocate resources to support workflow and processes. Match

project/assignment difficulty to employee's skills and experience. Balance work

assignments for team members.

2 Select, lead, coach, develop, motivate and engage phone and/or specialized

support team members to further their development and utilize their

capabilities. Maximize team performance through selection and hiring,

onboarding new hires, effective coaching, team building, training, performance

management, and salary administration. Provide ongoing positive feedback for

improvement. Create an environment that values others contributions and

inspires trust and respect between team members. Promote business literacy

and competency development. Celebrate success of individuals and team.

Take appropriate and timely disciplinary action.

3 Identify, analyze and collaborate with appropriate representatives to resolve

escalated situations for all products and provide guidance to team members for

resolution. Use creativity, problem-solving skills, and in-depth product

knowledge to successfully negotiate and arrive at solutions and retain

customers at risk. Act as a liaison with internal and external customers when

necessary. May assist in presenting, delivering and showcasing the services

provided by the contact center to existing and prospective clients.

4 Establish and maintain effective working relationships with staff throughout

business unit and the company in order to identify and understand customer

and business unit needs and objectives; plan accordingly and implement

solutions to improve effectiveness and results.

5 May assist with development of the divisional budget. Manage team to meet

goals within budget.

Requirements:

· Provide prompt, courteous and excellent service at an acceptable cost to all customers, operate in an ethical manner in accordance with State and Federal law, the company's Corporate Code of Ethics, Affirmative Action, Diversity, employee handbook, applicable compliance and operations policies and procedures and other policies of the company.

· Possess a high degree of integrity and actively cooperate and interact with all entities of the Principal Financial Group.

· Bachelor’s degree or equivalent plus 5-7 years related experience is an advantage but not required,

· Requires excellent analytical, problem-solving, and verbal and written communications kills.

· Must possess strong interpersonal, organizational/leadership, and negotiation skills.

· Excellent understanding of Pension, Retirement business and customer service requirements.

· Investment Company and Variable Contracts Representative registration may be required within 12 months.

· Amenable to work on a shifting or US time zone