Remote Concierge Leader — Luxury Travel Ops

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

Operations Team Leader (Crisis Response)

About the role
As a Crisis Team Lead, you will make an impact by leading a team responsible for managing critical customer situations and ensuring service excellence in a fast‑paced operational environment. You will oversee team performance, drive operational outcomes, and foster a culture of accountability, continuous improvement, and exceptional customer care.
You will be a valued member of the operations leadership team, collaborating with stakeholders, clients, and cross‑functional teams to deliver high‑quality support while developing and empowering team members to achieve their full potential.
In this role, you will:

• 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.

Work model
Hybrid
We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role's business requirements, this is a hybrid position requiring attendance at a Cognizant or client office as needed.
Regardless of your working arrangement, we are here to support a healthy work‑life balance through our various wellbeing programs.
The working arrangements for this role are accurate as of the date of posting. This may change based on the project you're engaged in, as well as business and client requirements. Rest assured, we will always be clear about role expectations.
Schedules:
4 AM to 1 PM: Tuesday to Saturday
8 PM to 5 AM: Tuesday to Saturday
12 PM to 9 PM: Sunday to Thursday
What you need to have to be considered

• 2+ years of experience leading customer support, customer service, contact centre, 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.

These will help you stand out

• Experience supporting crisis management, escalation management, or high‑priority customer support operations.
• Previous experience in a contact centre environment supporting phone, email, and chat channels.
• Knowledge of Agile methodologies and continuous improvement practices.
• Experience using collaboration and productivity tools such as Google Sheets, Docs, Slides, Calendar, and related platforms.
• Strong stakeholder management and client‑facing experience.
• Experience leading teams in a fast‑paced, metrics‑driven environment.

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.