What We Offer

• Competitive salary and cafeteria benefits, including:
  • All You Can Move SportPass (discounted price)
  • Medical benefits and additional perks
• Reimbursable language courses
• Opportunity to be part of a rapidly expanding organization
• Training, continuous learning, and certification opportunities
• A pleasant, inspiring, and multicultural work environment using state-of-the-art technologies
• Modern office building in an easily accessible location
  (10–15 minutes commute from the city center)

Profile

· Experienced Team Lead with min. 2 years of active experience

· Language Requirement: English + French or Italian or Dutch or German

· Knowledge of ServiceNow ticketing tool and reporting

· Knowledge of Amazon Connect soft phone is an advantage

· Good analytical thinking

· Communicative, precise

· Good humor is a must

Key Responsibilities

• Ensure SLA targets are consistently met
• Support team members with ticket resolution, categorization, and prioritization
• Actively manage the floor, including call handling and ticket backlog management
• Provide first-level resolutions and ensure proper ticket escalation when required
• Handle incident resolution and recovery ticket closure
• Coordinate teamwork based on daily operational priorities
• Organize team huddles and actively maintain high team motivation
• Assist the Operations Manager with:
  • Documentation and Knowledge Base creation
  • Training and mentoring of agents
• Act as Point of Contact (POC) for training and development-related activities
• Prepare and deliver daily, weekly, and monthly consolidated reports
• Perform metrics collection and analysis
• Identify, assess, and mitigate operational risks
• Participate in review meetings and propose continuous improvement initiatives
• Manage quality standards, including audit preparation and Operations Maturity requirements
• Actively participate in client meetings when required
• Ensure adherence to and enforcement of working processes and policies
• Monitor attendance at the beginning of each shift and report any SLA-impacting absenteeism
• Be available for occasional travel, if required
• Execute additional tasks assigned by the Team Lead, Operations Manager, or Service Delivery Manager
• Performance will be measured against SLA commitments to the customer

The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

• Cognizant is a global community with more than 300,000 associates around the world.
• We don’t just dream of a better way – we make it happen.
• We take care of our people, clients, company, communities and climate by doing what’s right.
• We foster an innovative environment where you can build the career path that’s right for you.

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

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, state or local laws.

Disclaimer:
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.