Cognizant Hiring Business Analyst | Work From Home Analyst Job 2025

Job Details:

Job Summary:

We are seeking an experienced and dynamic Academy BPO Team Lead with 5 to 6 years of experience to join our team. The ideal candidate will possess a strong background in Generative AI and demonstrate a proven track record in leading and managing teams in a Business Process Outsourcing (BPO) environment. As a Team Lead, you will be responsible for overseeing the day-to-day operations of the BPO team to ensure efficient workflow, high productivity, and consistent service delivery. This is a work-from-home position with a day shift schedule, offering flexibility and the opportunity to lead a high-performing team remotely.

Key Responsibilities:

• Team Management & Leadership:
  • Oversee and manage the daily operations of the BPO team, ensuring a smooth workflow and timely completion of tasks.
  • Lead by example, providing guidance, support, and motivation to team members to achieve performance targets and exceed expectations.
  • Develop, implement, and monitor team processes aimed at improving efficiency, service delivery, and quality.
  • Conduct regular performance reviews, provide feedback, and implement coaching strategies to optimize team member performance.
• Generative AI Integration:
  • Leverage Generative AI tools and technologies to enhance team performance, improve task automation, and streamline service delivery processes.
  • Use AI solutions to identify trends, automate tasks, and optimize workflows, ensuring that the team stays at the forefront of technological advancements.
• Quality & Process Improvement:
  • Implement and refine Standard Operating Procedures (SOPs) to maintain high levels of service quality, accuracy, and consistency.
  • Regularly assess the team's performance against Key Performance Indicators (KPIs), identifying areas for improvement and driving continuous improvement initiatives.
  • Ensure that the team complies with industry regulations, company policies, and operational best practices.
• Customer Service & Escalation Management:
  • Handle escalated customer issues, providing timely resolutions while maintaining a high standard of customer satisfaction.
  • Work closely with team members to troubleshoot and resolve complex customer queries, ensuring that challenges are addressed swiftly and effectively.
• Training & Development:
  • Conduct onboarding and training sessions for new team members, ensuring they are well-versed in team processes, tools, and the overall business goals.
  • Foster an environment of continuous learning, providing ongoing training, skill development, and mentorship to enhance the team's capabilities.
• Collaboration & Cross-Functional Coordination:
  • Collaborate with other departments and stakeholders to ensure seamless integration of BPO services and to address any cross-functional challenges.
  • Communicate team performance updates to senior management, reporting on progress, challenges, and the implementation of corrective actions.
• Team Culture & Engagement:
  • Cultivate a positive and inclusive team culture, encouraging collaboration, open communication, and mutual support.
  • Actively engage with team members to promote a healthy work environment that encourages creativity, problem-solving, and high morale.

Qualifications:

• Experience:
  • 5 to 6 years of BPO management experience, ideally in a leadership or team lead role.
  • Strong hands-on experience in working with Generative AI technologies and a proven ability to apply AI solutions to business processes.
  • Proven success in managing teams, achieving performance targets, and improving team productivity in a fast-paced, customer-facing environment.
• Skills:
  • Excellent communication and interpersonal skills, with the ability to engage and motivate team members.
  • Strong leadership skills, with the ability to inspire, mentor, and manage remote teams.
  • Problem-solving and decision-making abilities, especially when handling escalated customer issues and resolving operational challenges.
  • High attention to detail with a strong commitment to ensuring quality and compliance in all aspects of operations.
• Tools & Technologies:
  • Proficiency in BPO-related software and tools.
  • Experience using AI tools, including but not limited to Generative AI, to optimize business processes and improve performance.
  • Ability to analyze data and utilize Key Performance Indicators (KPIs) to assess and improve team performance.
• Educational Background:
  • A Bachelor's degree in a relevant field (e.g., Business Administration, Computer Science, or any related field) or equivalent professional experience.
  • Certified AI Practitioner (CAIP) or equivalent certification in Generative AI is a must.
• Additional Qualities:
  • Self-motivated with a strong sense of accountability and independence.
  • Adaptable, quick to learn, and able to thrive in a fast-paced work-from-home environment.
  • A passion for continuous learning and professional development, especially in the field of AI and business process optimization.

Benefits of Working at Cognizant:

• Be part of a global community with more than 300,000 associates worldwide.
• Work-from-home flexibility and the opportunity to lead a remote team.
• Supportive and inclusive company culture that encourages innovation, creativity, and professional growth.
• Competitive salary, benefits package, and career development opportunities.
• Cognizant is a proud member of the NASDAQ-100 and recognized as one of Forbes’ World’s Best Employers for 2024.

About Cognizant:

Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. With a consultative approach, we help clients envision, build, and run more innovative and efficient businesses. As a member of the NASDAQ-100, Cognizant is committed to doing what’s right for our people, clients, communities, and the planet.

Diversity & Inclusion:

Cognizant is an equal opportunity employer that champions diversity and inclusion. We believe in providing a welcoming, supportive environment for all employees and applicants, regardless of race, gender, sexual orientation, disability, or any other protected characteristic.

Apply Now:

Interested candidates who meet the qualifications and are eager to contribute to a dynamic and innovative team are encouraged to apply. Join Cognizant and help us shape the future of BPO services!