Crisis Ops Leader: Customer Support & Coaching

Accenture PLC; Quilmes; Hybrid; ARS 1,000,000 - 1,500,000; Full time

Job summary

Cognizant in Argentina is seeking an Operations Team Leader for Crisis Response to steer a frontline team handling critical customer situations with a focus on service excellence. You will guide coaching, performance management, and incident resolution to maintain high standards while collaborating with clients and cross-functional teams.

The role requires 2+ years leading customer support teams, strong analytical skills, and the ability to drive improvements in a fast-paced environment.

Qualifications

• 2+ years of experience leading customer support teams.
• Strong coaching and development skills.
• Experience driving performance metrics and process improvements.

Responsibilities

• Lead, coach and develop a team of support professionals to achieve operational goals.
• Own team performance management including metrics, schedule adherence, productivity and quality.
• Conduct coaching sessions and performance reviews to support employee growth.
• Identify performance trends, root causes and implement corrective actions.
• Prepare reports and insights for decision-making and continuous improvement.

Skills

Team leadership

Coaching

Performance management

Customer service

Operational metrics

Job description

Cognizant in Argentina is seeking an Operations Team Leader for Crisis Response to steer a frontline team handling critical customer situations with a focus on service excellence. You will guide coaching, performance management, and incident resolution to maintain high standards while collaborating with clients and cross-functional teams.

The role requires 2+ years leading customer support teams, strong analytical skills, and the ability to drive improvements in a fast-paced environment.