Location: ASEAN (Thailand, Malaysia)
Employment Type: Full Time | 24/7 Rotational Shifts | Work from Office
Band / Designation: Team Lead
Role Overview
The Team Lead – Contact Center will be responsible for managing end-to-end operational delivery for inbound and outbound voice processes, along with chat and email support. The role demands B2-level English proficiency for voice interactions, strong people management skills, and complete ownership of service delivery metrics in a 24/7 environment.
Key Responsibilities
• Lead and manage a team of customer service associates across voice, chat, and email channels.
• Ensure achievement of SLAs, KPIs, and client contractual requirements.
• Provide real-time floor support, escalations handling, and operational governance.
• Conduct regular performance reviews, coaching sessions, and capability upskilling.
• Drive adherence to Cognizant policies, Information Security, and compliance standards.
• Partner with Quality, WFM, Training, and Client stakeholders for continuous improvement.
• Creating reporting and presentations to connect with internal and external stakeholders.
Operational Metrics Knowledge
• Service Level (SL)
• Average Handle Time (AHT)
• First Contact Resolution (FCR)
• Customer Satisfaction (CSAT)
• Quality Scores
• Schedule Adherence & Shrinkage, Absenteeism
• Abandonment Rate
• Productivity and Utilization
Required Experience & Skills
• 5–8 years of experience in Contact Center / BPO operations
• Minimum 2 years’ experience as Team Lead / Assistant Manager
• Strong Voice proficiency with C1 English level
• Experience handling Inbound, Outbound, Chat, and Email processes
• Hands-on experience with CRM tools, telephony systems, and WFM tools
• Strong analytical, communication, stakeholder management, and leadership skills
• Strong proficiency using Google and Microsoft products.
Shift Requirements
· Willingness to work 24/7 rotational shifts, including night shifts, weekends, and holidays. 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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About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
