Location: Malaysia
Language requirement: Mandarin + English
Employment Type: Full Time | 24/7 Rotational Shifts | Work from Office
Band / Designation: Team Manager
Role Overview
The Team Manager is accountable for end-to-end performance of a multi-channel contact center team (voice, chat, email) operating 24/7. The role drives operational governance, people leadership, KPI delivery, and customer experience while ensuring compliance with Cognizant policies and client requirements.
Key Responsibilities
• Lead multiple TLs/SMEs and their associate teams; own staffing, rostering, and intraday management.
• Govern daily operations: queue health, real-time adherence, shrinkage control, occupancy, and SL attainment.
• Review performance through huddles, coaching plans, and monthly performance appraisals.
• Drive continuous improvement via RCA, CAPA, and Kaizen; standardize SOPs and playbooks.
• Manage escalations and critical incidents; ensure timely resolution and client communication.
• Partner with WFM, Quality, Training, Tech/Telephony, and HR for holistic delivery.
• Publish daily/weekly/monthly MIS and insights; track SLA risk and remediation plans.
• Ensure compliance with InfoSec, data privacy, and audit requirements.
• Create reports and presentation for internal and external stakeholders
Operational Metrics Knowledge
• Service Level (SL) / Response SLAs
• AHT, FCR, Quality Score, CSAT/NPS
• Abandonment Rate, Contact Accuracy
• Schedule Adherence, Occupancy, Shrinkage
• Attrition, Absenteeism, Hiring SLAs (time-to-fill, nesting success)
Required Experience & Skills
• 6–10 years in Contact Center/BPO operations; 3+ years in people leadership (TL/AM/Manager).
• B2 English for voice processes; excellent verbal and written communication.
• Strong command of telephony, CRM and WFM tools.
• Data-driven leader with proven coaching, stakeholder management, and conflict resolution.
• Strong proficiency using Google and Microsoft products.
Shift Requirements
• 24/7 rotational shifts; nights/weekends/holidays as per business needs. Work From Office
Cognizant Competencies
• Client Centricity
• Operational Excellence
• Data-driven Decision Making
• People Leadership & Talent Development
• Compliance & Risk Management
About Cognizant:
Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at www.cognizant.com or @cognizant.
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关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
Cognizant 是一家提供平等就业机会的雇主。在招聘过程中，您的申请和候选资格不会因种族、肤色、性别、宗教、信仰、性取向、性别认同、国籍、残疾、遗传信息、怀孕、退伍军人身份或任何其他受联邦、州或地方法律保护的特征而受到影响。
