Customer Support - team Lead

Team Lead – Contact Center

The Team Lead – Contact Center will be responsible for managing end-to-end operational delivery for inbound and outbound voice processes, along with chat and email support. The role demands C1-level English proficiency for voice interactions, strong people management skills, and complete ownership of service delivery metrics in a 24/7 environment.

Responsibilities

• Lead and manage a team of customer service associates across voice, chat, and email channels.

• Ensure achievement of SLAs, KPIs, and client contractual requirements.

• Provide real-time floor support, escalations handling, and operational governance.

• Conduct regular performance reviews, coaching sessions, and capability upskilling.

• Drive adherence to Cognizant policies, Information Security, and compliance standards.

• Partner with Quality, WFM, Training, and Client stakeholders for continuous improvement.

• Creating reporting and presentations to connect with internal and external stakeholders.

About us

Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World's Best Employers 2025) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com.

Other employment-related information

Cognizant is an equal opportunity employer. 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 characteristic protected by federal, provincial or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.

Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you'll deliver services to and collaborate with stakeholders outside the province who may not speak French.