Crisis Operations Team Lead (Hybrid)

Cognizant; Municipio de Esquel; Ibrido; ARS 1.800.000 - 2.600.000; Tempo pieno

Vantaggi offerti da questo lavoro

Hybrid work

Wellbeing programs

Descrizione del lavoro

Cognizant in Argentina is seeking a Crisis Team Lead to guide a fast-paced operations team, driving performance, accountability, and customer care. You will coach, develop, and manage responses to critical incidents, report outcomes to stakeholders, and continually improve service levels in collaboration with clients and cross-functional partners.

The role combines people leadership with data-driven decision making, operating in a hybrid model with flexible office attendance as required by

Competenze

• Experience leading customer support, service or operations teams.
• Proven ability to coach, mentor, and develop employees.
• Strong leadership and communication skills in English.

Mansioni

• 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.

Conoscenze

Leadership

Coaching

Performance management

English proficiency

Stakeholder management

Analytical thinking

Strumenti

Google Sheets

Google Docs

Google Slides

Calendar

Descrizione del lavoro

Cognizant in Argentina is seeking a Crisis Team Lead to guide a fast-paced operations team, driving performance, accountability, and customer care. You will coach, develop, and manage responses to critical incidents, report outcomes to stakeholders, and continually improve service levels in collaboration with clients and cross-functional partners.

The role combines people leadership with data-driven decision making, operating in a hybrid model with flexible office attendance as required by