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.
À savoir avant de postuler
- Autorisation de travail: Cognizant ne prendra en considération que les candidats à ce poste qui sont légalement autorisés à travailler au Canada sans avoir besoin d'un parrainage de l'employeur, aujourd'hui ou à l'avenir.
- Mesures d’adaptation: Si vous avez un handicap qui nécessite des mesures d’adaptation raisonnable pour effectuer une recherche d’emploi ou poser une candidature, veuillez envoyer un courriel à [email protected] avec votre demande et vos coordonnées.
- L’IA dans notre processus de recrutement: Nous utilisons des outils d'intelligence artificielle (IA) pour trier et évaluer les candidatures efficacement. Notre équipe examine ensuite les candidatures et décide qui passe à l’étape suivante.
- Poste à pourvoir: Sauf indication contraire, ce poste est actuellement vacant et nous cherchons à le pourvoir.
- Exigences linguistiques: Nous demandons à tous les candidats de posséder une connaissance de base de l’anglais afin de faciliter les communications internes. Pour les postes au Québec, la capacité à communiquer efficacement en anglais est requise car vous fournirez des services à et collaborerez avec des parties prenantes anglophones situées hors de la province.
- Inclusion: Cognizant est un employeur souscrivant au principe de l’égalité d’accès à l’emploi. Votre candidature et votre dossier ne seront pas examinés en fonction de la race, de la couleur, du sexe, de la religion, des croyances, de l'orientation sexuelle, de l'identité de genre, de l'origine nationale, du handicap, des renseignements génétiques, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée par les lois fédérales, provinciales ou locales.
À propos de Cognizant
Cognizant (NASDAQ: CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif: améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus: cognizant.ai ou @cognizant.
