Cognizant is a Large IT Consulting Firm that leverages modern technologies to improve a variety of business operations. As our team continues to grow, we are currently looking to hire additional Teams Leads. This role is On Site, and all candidates must reside in the United States.
Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.
About the Job: The Operations Manager is responsible for overseeing operations execution at the program level. The Operations Manager works closely with Team Leads and Workflow Leads to ensure operational program success by identifying and tracking contractual SLA and KPI performance, setting objectives and improvement plans to ensure goals are met. The Operations Manager also meets regularly with the client to review and disseminate project updates and forecasts.
SLA & KPI Accountability: As SDM, you will own a balanced scorecard across Rider program experience, Efficiency, and Agent Effectiveness — maintaining top-tier CSAT while scaling volume, driving down Average Handle Time without compromising First Contact Resolution, and upholding strict QA adherence to safety and brand standards. You will be measured against defined SLA targets for each metric and expected to proactively identify tooling, process, or training gaps that put SLA delivery at risk.
Responsibilities:
- Manage a team of Team Leaders / SME’s to deliver client and business program goals and metrics.
- Collaborating with training leads to identifying opportunities and improvements for overall agent training.
- Collaborate with QA to identify trends and re-educate team members as determined necessary.
- Stay current with change management and procedures with changes implemented.
- Address staffing when large changes roll out to ensure no interruption to client and customer.
- Act as Cognizant and Client/Customer point of contact in conjunction with Workflow Leads for issues relating to account
- Receive and resolve client escalations.
- Notify senior management of client challenges/concerns and resolutions.
- Review individual weekly score cards of associates with Team Lead and QA Team.
- Verify associates are meeting required metrics to support clients and customers.
- Aligns targets, implements guidelines, monitors KPI’s and assists with any challenges the Team may come across.
- Communicate to team the company objectives to align with the client’s agenda
- Participate in preparation of contact center performance reports by collecting and analyzing contact agents' data from Team Lead
- Mentor to Team Leads on performance evaluation and employee engagement.
- Champion both staff development and performance management as appropriate
- Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)
- Collaborate with WFM and RTA to ensure priority times are covered.
- Review budgeting and tracking expenses with Service Delivery Manager
- Maintain and improve call center operations by monitoring system performance; identifying and resolving challenges; and changing control.
- Review and modify daily, weekly, and monthly timesheets and end-of-month billing and provide final sign-off for workstream billing and invoicing.
- Running points on program governance structure to validate SLA and metric goals are met by the establishment of SMART goals at the team and agent levels.
Required Skills/Qualifications:
- 5+ Years Contact Center / Operations experience.
- Bilingual proficiency in Spanish is highly preferred.
- Professional, diplomatic and empathetic approach when interacting with staff or client and customer
- Attention to detail with demonstrated ability to think both tactically and strategically
- Troubleshooting skills, with the goal of understanding root cause and ability to drive action plans from observation
- Work experience in supporting contact center service experience in 24x7 operations
- Emotional intelligence and ability to build and work within team environments
Self discipline, ability to gain consensus and work through occasional ambiguity
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
- Medical/Dental/Vision/Life Insurance
- Paid holidays plus Paid Time Off
- 401(k) plan and contributions
- Long-term/Short-term Disability
- Paid Parental Leave
- Employee Stock Purchase Plan
The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.
Cognizant is a global community with more than 300,000 associates around the world.
We don’t just dream of a better way – we make it happen.
We take care of our people, clients, company, communities and climate by doing what’s right.
We foster an innovative environment where you can build the career path that’s right for you.
About us:
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com
Acerca de Cognizant
Cognizant (Nasdaq: CTSH) es un creador de soluciones de IA y proveedor de servicios tecnológicos que conecta la inversión en IA con el valor empresarial mediante el desarrollo de soluciones de IA full‑stack para sus clientes. Su profundo conocimiento de la industria, junto con su experiencia en procesos e ingeniería, permite incorporar el contexto único de cada organización en sistemas tecnológicos que amplifican el potencial humano, generan resultados tangibles y mantienen a las empresas a la vanguardia en un entorno en constante cambio. Más información en cognizant.ai o @cognizant.
Información adicional de empleo
La información de compensación es precisa a la fecha de esta publicación. Cognizant se reserva el derecho de modificar esta información en cualquier momento, sujeto a la legislación aplicable.
Es posible que se requiera que los solicitantes asistan a entrevistas en persona o por videoconferencia. Además, es posible que se requiera que los candidatos presenten su identificación actual emitida por el estado o gobierno durante cada entrevista.
Cognizant es un empleador que ofrece igualdad de oportunidades. Tu solicitud y candidatura no serán consideradas en base a raza, color, sexo, religión, credo, orientación sexual, identidad de género, origen nacional, discapacidad, información genética, embarazo, condición de veterano o cualquier otra característica protegida por las leyes federales, estatales o locales.
Si tienes una discapacidad que requiere adaptaciones razonables para buscar una vacante de trabajo o enviar una solicitud, puedes enviar un correo electrónico a [email protected] con tu solicitud e información de contacto.
