Crisis Operations Team Lead — Customer Experience

Aleph; Buenos Aires; Hybrid; ARS 64,569,000 - 98,390,000; Full time

Job summary

Cognizant is seeking an Operations Team Leader to oversee a Crisis Response unit, coaching a team to deliver rapid, high‑quality customer support in a fast‑paced environment.

You will monitor performance metrics, conduct coaching sessions, run RCAs, and present insights to stakeholders, while ensuring adherence to policies and driving continuous improvement.

Hybrid role in Buenos Aires with shift options; you will collaborate with clients and cross‑functional teams to uphold service excellence.

Qualifications

• 2+ years of experience leading customer support, customer service, contact centre, or operations teams.
• Experience in performance management, coaching, mentoring, and employee development.
• Strong leadership skills with the ability to motivate teams and drive operational excellence.
• Experience analysing 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.
• 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 to achieve operational goals and deliver exceptional customer experiences.
• Own team performance management, including monitoring metrics, schedule adherence, productivity, and quality.
• Conduct regular coaching sessions and development planning for employees.
• Identify performance trends, analyze RCAs, and implement corrective actions.
• Develop action plans to maintain and improve performance and customer satisfaction.
• Prepare reports and insights to support decision‑making and continuous improvement.
• Present performance results and recommendations to internal and client stakeholders.
• Respond to client requests and escalations in a timely, professional manner.
• Foster a positive team environment with collaboration and accountability.
• Ensure compliance with company policies and procedures.

Skills

Team leadership

Performance management

Coaching

English communication

Problem solving

Tools

Google Sheets

Google Docs

Google Slides

Google Calendar

Job description

Cognizant is seeking an Operations Team Leader to oversee a Crisis Response unit, coaching a team to deliver rapid, high‑quality customer support in a fast‑paced environment.

You will monitor performance metrics, conduct coaching sessions, run RCAs, and present insights to stakeholders, while ensuring adherence to policies and driving continuous improvement.

Hybrid role in Buenos Aires with shift options; you will collaborate with clients and cross‑functional teams to uphold service excellence.