team lead | Project Management | search engine | taguigCognizant Technology Solutions Philippines Inc.

Candidate must possess at least a Vocational Diploma / Short Course Certificate, Bachelor's/College Degree , any field.
Required skill(s): Project Management, Project Coordination, Stakeholder Management
At least 5 year(s) of working experience in the related field is required for this position.
Ability to understand and interpret forecast, convey potential risk, and provide high level recommendations
Ability to gather data sets from numerous data source, and be able to analyze and provide recommendations as needed
Ability to conduct extensive Root-cause Analysis, conduct quality management
Excellent problem-solving and decision making capabilities, applying applies critical thinking in every situation.
Have excellent written and verbal communication skills, and able to communicate insights articulately to stakeholders from various functions
Intermediate to Advanced skill in Google Sheets, Google Drive and other basic Google applications
Applicants must be willing to work in BGC,Taguig.
Applicants must be willing to work on Mid Shift, Graveyard Shift. Holidays and weekends (If needed)
Preferably Supervisor/Asst. Managers specializing in Project Management,Customer Service or equivalent.
Full-Time position(s) available.
Responsibilities:
● Performance Management and Talent development/Retention: Conduct effective Root-cause analysis or Deep-dive on CSAT and Escalation, conduct case evaluation to ensure quality of work, provide Behavioural coaching to Agents and Product Leads, conduct monthly performance development including mid-year and year-end checkpoints plus PIP, and initiate regular employee engagement activities
● Governance tasks: Drive productivity through real-time monitoring, and drive low shrinkage
● Meeting: Conduct huddles and brainstorming sessions, and attend Process/Quality calibrations
● Admin tasks: Process NTE's/NOD's, attend admin hearings with HR, Stakeholder Meetings such as project-related discussions and project planning, monitor project trackers to ensure accuracy of inputs by the agents, provide insights to the management related to process and performance improvements, hire/interview new agents (optional)
● Process improvement champions
● Client interactions: Respond to Escalations and commendations from clients, attend Process calibrations, and attend Business Reviews (optional)
● Escalation Handling - serves as back-up of the Product Leads on Product escalations, at the same time handle agent behaviour escalations