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 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.
Renseignments suppplémentaires sur l'emploi
Les informations relatives à la rémunération du poste à pourvoir dépendent de la date de publication de l’offre de poste. Cognizant se réserve le droit de modifier ces informations à tout moment, sous réserve des lois applicables.
Cognizant est un employeur soucieux de l'égalité des chances entre candidats. Votre candidature sera étudiée indépendamment de votre race, couleur, sexe, religion, croyances, orientation sexuelle, identité de genre, origine, handicap, informations génétiques, grossesse, statut d'ancien militaire ou de toute autre critère jugé discriminant par les lois européennes ou françaises.
Vous êtes porteur d'un handicap, vous pouvez-nous contacter par courriel [email protected] si vous souhaitez préciser les aménagements nécessaires pour le poste ou les entretiens à venir.
Les candidats peuvent être invités à participer à des entretiens en face à face ou par vidéoconférence. En outre, les candidats peuvent être amenés à présenter une carte d'identité valide lors de chaque entretien.
