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.
コグニザントについて
コグニザント（NASDAQ: CTSH）は、AI Builderおよびテクノロジーサービスプロバイダーとして、お客様にフルスタックのAIソリューションを構築することで、AI投資と企業価値を結ぶ架け橋となっています。業界、ビジネスプロセス、エンジニアリングに関する当社の深い専門知識を活かし、組織固有のビジネス環境をテクノロジー・システムに組み込みます。これにより、人間の可能性を最大限に引き出し、確かな成果を実現するとともに、急速に変化する世界においてグローバル企業が常に一歩先を行くための支援を行っています。 詳細については、cognizant.ai をご覧ください。
雇用に関する追加情報
本募集に記載されている報酬情報は、掲載日時点で正確なものです。Cognizantは、適用される法令に従い、いつでも本情報を変更する権利を留保します。
応募者は、対面またはビデオ会議による面接への参加を求められる場合があります。また、各面接の際に、現在有効な州政府または政府発行の身分証明書の提示を求められる場合があります。
Cognizantは機会均等雇用主です。応募および選考において、人種、肌の色、性別、宗教、信条、性的指向、性自認、国籍、障がい、遺伝情報、妊娠、退役軍人の地位、その他連邦法・州法・地方自治体の法律により保護されるいかなる特性に基づく差別も行いません。
