**Summary:** The senior Advisor oversess the team, ensuring efficient, and accurate. This leadership role involves managing team performance, implementing process improvements, and ensuing exceptional service delivery while aligning with Goals and Regulatory standards. **List of Duties:** + Supervise and lead the Team with setting performance goals and monitoring KPIs. + Handle the complex case escalated by representative. + Collaborate with HK Team to resolve the issues. + Make appropriate recommendations to meet customers’ expectation. + Provide guidance and support to facilitate Representatives in service delivery and daily operations, resolve complex member enquiries and handle complaints escalated from Representatives **Professional experience:** + With 3 - 5 years of call center experience, including 2 years of experience in people manager + Good interpersonal and problem-solving skills + Good team player with strong commitment in delivering quality customer service + Responsible, well organized and attention to details + Proactive, mature, positive and decisive + With Professional telephone manner Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.