Posted August 17, 2026 · 1 day agoLast seen August 17, 2026Est. expiry September 21, 2026
Call Center Team Lead
Call Center Team Lead (On-Site)
Plano, United States
Onsite · Customer Service
Full-time · Manager
English
People Manager
1 year experience
About the role
Team Lead with an in-office role in Plano, Texas. Provide front line support and direction to Rider Support Agents while ensuring quality service during every rider, driver or dispatch interaction. Develop agents’ knowledge of partners’ brand, philosophy, products, and processes. Promote professional and personal development through evaluations and training.
Job Details
Responsibilities
- Manage and supervise a team of Rider Support Agents
- Ensure training and professional development
- Manage operational performance to meet KPIs and SLAs
- Analyze reports to measure productivity and identify root causes
- Implement action plans and supervise to completion
- Monitor team for retention
- Track and address agent concerns
- Provide coaching and mentorship
- Coordinate staffing with Workforce Management
- Collaborate with HR and IT to resolve issues
- Participate in client meetings with operational knowledge
- Demonstrate Cognizant’s Core Values
Requirements
- 1-2 years of experience in a client service environment
- Proven experience in team leading / people management (1+ year)
- High school graduate
Skills & Technologies
Google SuiteSpreadsheet applicationsGeneral office software
Seen 9 hours ago
Cognizant Technology Solutions · 2 open roles
Top locations: Remote - Global · 1 · India · 1
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