**Job Summary** Manage and lead a team of 15-25 agents. Excellent verbal and written communication skills **Responsibilities** Solid computing skills and well versed with Excel and PowerPoint Multi-tasking ability and attention to details Team management experience with proven track record of upskilling of agents Well versed with deepdive and RCA techniques Proven expertise in KPI and SLA management for dynamic delivery setup Effective performance planning for self and team time management and self-organization Provide Coaching and Feedback for Performance Improvement Ability to achieve stretch targets and able to take decisions and manage complex/ difficult employees situation Primary POC for all escalations (team and client) Understand Metrics Create Root Cause Analysis and Drive Improvement for the same Willing to work in rotational shifts + Educational Background: Minimum qualification in any graduate + Experience: 5-6 years in an Technical Support/Customer service operations with minimum 1 year of experience as Team Leader on Paper + Shifts: Rotational/ Flexibility to work across shifts Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.