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.
Über Cognizant
Cognizant (NASDAQ: CTSH) i ist ein Technologiedienstleister und Entwickler von KI-Lösungen. Wir schlagen die Brücke zwischen KI-Investitionen und echtem unternehmerischem Mehrwert, indem wir ganzheitliche Full-Stack-KI-Lösungen für unsere Kunden entwickeln. Mit unserer fundierten Branchen-, Prozess- und Engineering-Expertise integrieren wir die spezifischen Anforderungen von Unternehmen passgenau in Technologiesysteme. So entfalten wir das menschliche Potenzial, erzielen greifbare Ergebnisse und sichern globalen Unternehmen in einer sich rasant wandelnden Welt den entscheidenden Vorsprung. Erfahren Sie mehr unter cognizant.ai oder @cognizant.
Zusätzliche Informationen zur Beschäftigung
Die Vergütungsinformationen sind zum Zeitpunkt der Veröffentlichung dieser Stellenausschreibung korrekt. Cognizant behält sich das Recht vor, diese Informationen jederzeit unter Beachtung der geltenden gesetzlichen Bestimmungen zu ändern.
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Cognizant ist ein Arbeitgeber mit Chancengleichheit. Ihre Bewerbung und Kandidatur werden nicht aufgrund von Rasse, Hautfarbe, Geschlecht, Religion, Glaubensbekenntnis, sexueller Orientierung, Geschlechtsidentität, nationaler Herkunft, Behinderung, genetischen Informationen, Schwangerschaft, Veteranenstatus oder sonstiger durch bundes‑, landes‑ oder kommunalrechtliche Vorschriften geschützter Merkmale berücksichtigt oder abgelehnt.