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Bi-Lingual Customer Service Team Lead
Job
Cognizant
Boston, MA (In Person)
Full-Time
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Job Description
Jobs › Boston, MA › Bi-Lingual Customer Service Team L… Cognizant Bi-Lingual Customer Service Team Lead Boston, MA Apply Bi-Lingual Customer Service Team Lead In Office- San Antonio, TX
JOB SUMMARY
The Customer Service Manager is responsible for the hiring, training, and supervision of the Customer Service Department within the region. Responsible for developing, implementing, and maintaining department objectives. Manages sales support and account support functions within the department to ensure the highest level of customer satisfaction through various customer service activities. Other areas of responsibility will involve direct communication with external customers, internal colleagues, and other distribution partners coordinating sales and service activities and overall customer service details.RESPONSIBILITIES
Recruitment, Training, and Supervision:
- Recruit and onboard employees for the Customer Service Department.
- Develop and deliver training programs to enhance team skills and productivity.
- Supervise daily operations and provide leadership and guidance to the team.
Development and Implementation of Department Objectives:
- Establish goals and strategies to improve departmental performance.
- Monitor progress to ensure alignment with organizational priorities and objectives.
Sales and Account Support Management:
- Oversee sales support and account-related activities within the department.
- Facilitate seamless coordination between sales and service teams for optimal results.
Customer Satisfaction Management:
- Design and maintain processes to provide exceptional customer service.
- Address customer concerns, ensuring prompt and satisfactory resolution.
Communication and Coordination:
- Coordinate sales and service functions, ensuring smooth execution of department initiatives.
- Collaborate with external customers, internal colleagues, and distribution partners to optimize customer service activities.
- Communicate with Sales Management to address potential issues proactively and Identify sales opportunities to maximize sales penetration.
Performance Monitoring and Improvement:
- Manage the CMP process effectively.
- Monitor and analyze Customer Service effectiveness reports (daily, weekly, and monthly) through performance reviews and continuous feedback.
- Identify areas for improvement to develop, implement, and maintain procedures to enhance efficiency and service quality.
- Promote department goals and objectives through strategic planning and supervisory oversight.
Decision-Making and Problem-Solving:
Make critical decisions independently, including:- Weekly scheduling.
- Hiring decisions (90% autonomy) and defining departmental job responsibilities.
- Incentive payouts, procedural changes, and implementation of new processes
EDUCATION
- High school diploma or equivalent, valid driver's license with a driving record that meets company insurability standards.
- Bachelor's degree in Business, Business Administration, Management, Sales, Marketing, Hospitality or Culinary Arts preferred
EXPERIENCE
- 2 years of specialty experience or 5 years of relevant industry w/ sales management (managing a portfolio of business and people) experience.
- Familiarity with sales support and account management processes Cognizant is an equal opportunity employer.