**Team Manager** **Location: Sofia (Bulgaria)** **Work Model:** Hybrid Model The primary responsibilities of a Team Manager are to supervise the correct execution of the scope of work described in the Statement of Work, manage performance and productivity governance activities, represent the product lines through regular stakeholder interaction, and provide valuable insights to the internal management as well as vendor operations. **Responsibilities:** + Meet defined metrics, benchmarks and following standard processes and policies + Interface with the management both in terms of cascading messages from senior management and putting strategies into practice or modifications required for the process based on decisions taken + Identify & suggest Business improvement opportunities + Drive business excellence to add value to client + Manage Operations; Supervise the team on a daily basis, ensure SLAs are monitored and met consistently + Manage performance of the Agents, SME / QAs + Work closely with the Deputy General Manager and help lead client meetings + Flag workflow concerns to vendor ops team, not limited to outages, access issues, etc + Owning all regular reports (WBRs, MBRs, and QBRs) and coordinating their completion + Deliver technical and behavioral training courses from Cognizant to support team members + Help out with other training-related activities (soft skills, role development/career development related training programs, etc.) for support team members + Screen applicants for the Recruitment Workflow + Makes independent decisions, which have major day-to-day impact in area of responsibility + Identify, assess and resolve complex business problems/issues and provides alternative scenarios. + Self-directed within broad goals and strategic direction in satisfying organization or client objectives. + Accountable for client satisfaction in area of responsibility, against service level agreement, and ensures achievement of key performance indicators/project milestones. + Initiates and promotes continuous improvement programs across sphere of influence. + Demonstrates thorough understanding of client relationships/business practice. + Contributes broad and deep knowledge in areas of functional or business specialization across a broad operational framework/range of projects. **Requirements:** + **Education** : A bachelor’s degree in business administration, management, sales, marketing or a related field (desired) + **Experience** : At least 5+ years of relevant work experience plus minimum 2 years work experience at a Supervisory / Leadership level, Stakeholder Management, Related BPO operations. B2B IT Sales. Partner Development. Experience working with Global Teams is a plus. + **Language Proficiency:** Advance English proficiency, C1. + **Technical Skills:** Desired experience with Cloud Products **Job Competencies:** + Strong ability to develop talent and perform career succession planning + Supervisory/team management experience with general knowledge of human resources policies and procedures + Excellent behavioral coaching skills + Excellent skills on Root-cause Analysis + Excellent problem-solving and decision-making capabilities + Strong ability to conduct brainstorming sessions and produce valuable insights + A team player with strong character to drive a collaborative working environment + Ability to work in a fast paced and agile environment + Able to produce quality work independently with strict deadlines + Have a strong quality of being creative and proactive in coming up with new ideas that benefits the entire business + Displays a genuine drive in sharing best practices for the benefit of the entire business + Contribute to and manage team performance against agreed service levels. Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.