About the role
As a Crisis Team Lead, you will make an impact by leading a team responsible for managing critical customer situations and ensuring service excellence in a fast-paced operational environment. You will oversee team performance, drive operational outcomes, and foster a culture of accountability, continuous improvement, and exceptional customer care.
You will be a valued member of the operations leadership team, collaborating with stakeholders, clients, and cross-functional teams to deliver high-quality support while developing and empowering team members to achieve their full potential.
In this role, you will:
- Lead, coach, and develop a team of support professionals to achieve operational goals and deliver exceptional customer experiences.
- Own team performance management, including monitoring operational metrics, schedule adherence, productivity, and quality standards.
- Conduct regular coaching sessions, performance reviews, and development planning to support employee growth and success.
- Identify performance trends, analyze root causes, and implement corrective actions to improve team outcomes.
- Develop and execute action plans to maintain and improve operational performance and customer satisfaction.
- Prepare reports, root cause analyses (RCAs), and operational insights to support decision-making and continuous improvement initiatives.
- Present performance results, recommendations, and progress updates to internal and client stakeholders.
- Respond to client requests and operational escalations in a timely and professional manner.
- Foster a positive and engaging team environment that promotes collaboration, accountability, and high performance.
- Ensure compliance with Cognizant policies, processes, and operational procedures.
Work model
Hybrid
We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a hybrid position requiring attendance at a Cognizant or client office as needed.
Regardless of your working arrangement, we are here to support a healthy work-life balance through our various wellbeing programs.
The working arrangements for this role are accurate as of the date of posting. This may change based on the project you're engaged in, as well as business and client requirements. Rest assured, we will always be clear about role expectations.
Schedules:
4 AM to 1 PM: Tuesday to Saturday
8 PM to 5 AM: Tuesday to Saturday
12 PM to 9 PM : Sunday to Thrusday
What you need to have to be considered
- 2+ years of experience leading customer support, customer service, contact center, or operations teams.
- Demonstrated experience in performance management, coaching, mentoring, and employee development.
- Strong leadership skills with the ability to motivate teams and drive operational excellence.
- Experience analyzing performance metrics and implementing improvement initiatives.
- Excellent verbal and written communication skills in English.
- Strong interpersonal skills with the ability to navigate challenging conversations professionally and effectively.
- Proven problem-solving and critical-thinking abilities.
- Experience creating and delivering presentations to leadership teams and stakeholders.
- Advanced English proficiency, both written and spoken.
These will help you stand out
- Experience supporting crisis management, escalation management, or high-priority customer support operations.
- Previous experience in a contact center environment supporting phone, email, and chat channels.
- Knowledge of Agile methodologies and continuous improvement practices.
- Experience using collaboration and productivity tools such as Google Sheets, Docs, Slides, Calendar, and related platforms.
- Strong stakeholder management and client-facing experience.
- Experience leading teams in a fast-paced, metrics-driven environment.
We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.
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。