Crisis Operations Lead: Customer Support & Growth

Nortal; Buenos Aires; Hybrid; ARS 1,800,000 - 3,000,000; Full time

Job summary

Cognizant is seeking an Operations Team Leader for Crisis Response to lead a dedicated support team handling critical customer situations in a fast-paced environment. You will oversee performance, coach staff, and drive service excellence while collaborating with clients and cross-functional teams.

This hybrid role requires strong English communication, experience in performance management, coaching, and employee development, plus a proven ability to motivate teams and deliver results under

Qualifications

• 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.

Responsibilities

• 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, 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.

Skills

Leadership

Performance management

Coaching

English proficiency

Stakeholder management

Presentation skills

Problem-solving

Critical thinking

Client-facing experience

Tools

Google Sheets

Docs

Slides

Calendar

Job description

Cognizant is seeking an Operations Team Leader for Crisis Response to lead a dedicated support team handling critical customer situations in a fast-paced environment. You will oversee performance, coach staff, and drive service excellence while collaborating with clients and cross-functional teams.

This hybrid role requires strong English communication, experience in performance management, coaching, and employee development, plus a proven ability to motivate teams and deliver results under