Location: ASEAN (Thailand, Malaysia)
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.
#LI-CTSAPAC
私たちについて：
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として、AI投資を企業価値へとつなげるフルスタックのAIソリューションを提供しています。業界、業務プロセス、エンジニアリングに関する深い専門性を強みに、各企業固有のコンテキストをテクノロジーシステムに組み込み、人の力を最大限に引き出すとともに、具体的な成果の創出と、急速に変化する世界におけるグローバル企業の競争力維持を支援します。詳しくは、当社ウェブサイト www.cognizant.com 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。
