Hybrid Crisis Response Operations Leader

Flyflat; Buenos Aires; Hybrid; ARS 76,867,000 - 115,301,000; Full time

Benefits offered by this job

Hybrid work model

Wellbeing programs

Job summary

Cognizant is seeking an Operations Team Leader (Crisis Response) to oversee a hybrid, high‑velocity customer support team. You will lead coaching, performance management, and development while driving improvements in service quality and client satisfaction.

The role involves reporting, escalation handling, and cross‑functional collaboration to deliver top‑tier outcomes. You will work in a fast‑paced environment requiring strong leadership, analytical thinking, and excellent English communication

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 ability to motivate teams and drive operational excellence.
• Experience analyzing performance metrics and implementing improvement initiatives.
• Excellent verbal and written communication skills in English.
• Advanced English proficiency, both written and spoken.

Responsibilities

• Lead, coach, and develop a team of support professionals to achieve goals and deliver exceptional customer experiences.
• Own team performance management: monitor metrics, schedule adherence, productivity and quality.
• Conduct regular coaching sessions, performance reviews and development planning.
• Identify performance trends, analyze root causes, and implement corrective actions.
• Develop and execute action plans to improve performance and customer satisfaction.
• Prepare reports, RCAs and insights to inform decisions and continuous improvement.

Skills

Leadership

Coaching

Performance management

English proficiency

Job description

Cognizant is seeking an Operations Team Leader (Crisis Response) to oversee a hybrid, high‑velocity customer support team. You will lead coaching, performance management, and development while driving improvements in service quality and client satisfaction.

The role involves reporting, escalation handling, and cross‑functional collaboration to deliver top‑tier outcomes. You will work in a fast‑paced environment requiring strong leadership, analytical thinking, and excellent English communication