Team Leader with English (Cloud solution)

About the employer:

Our client is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI. 

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,
• 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.  

Requirements:

• experience: 5+ years in similar roles, including 2+ years in leadership of sales teams, experience with global teams is a plus,
• language: advanced english (c1 level),
• technical skills: familiarity with cloud or relevant products is a must, 
• education: bachelor’s degree in business or related fields (preferred),

• ability to develop team members and plan for their growth,
• strong coaching, problem-solving, and decision-making skills,
• creativity and teamwork to improve business processes,
• organized and able to work independently under deadlines,
• comfortable in a fast-paced environment and skilled at managing performance.

Our client offers:

• private health insurance
• open-minded and multinational environment, 
• opportunity to be part of a global organization focused on development,
• professional development and a clear career path,
• training & development opportunities including language courses.