Operations Team Lead — Client Delivery & Coaching

Cognizant; Pajo; On-site; PHP 391,000 - 580,000; Full time

Benefits offered by this job

Growth Opportunities

Supportive Culture

Impactful Work

Job summary

Cognizant is seeking a Supervisory role in Dumaguete, Philippines. You will act as the primary client liaison, manage escalations, oversee daily performance, and lead a remote team while ensuring governance and efficient operations.

Join a collaborative culture that emphasizes growth, support, and meaningful impact across global accounts. This onsite role requires night shifts and flexibility to adapt to shifting schedules.

Qualifications

• Completed at least 2 years of college.
• Must have team management or supervisory experience in a BPO, customer service, or operations environment.
• Strong leadership, coaching, communication, and performance management skills.
• Willing to work onsite in Dumaguete.
• Amenable to night shift and flexible to work on a shifting schedule as needed.

Responsibilities

• Client Management: Act as the primary point of contact for clients, ensuring timely communication, alignment on goals, and smooth operational delivery.
• Escalation Management: Handle process-related, client-related, and internal escalations with a focus on quick resolution and proactive prevention of recurring issues.
• Performance Management: Oversee daily team performance, monitor KPIs, provide coaching, conduct performance reviews, and ensure adherence to SLAs and quality standards.
• Team Leadership: Drive engagement, motivation, and professional development of the team while fostering a culture of accountability and continuous improvement.
• Operational Governance: Ensure process compliance, maintain updated documentation, and work closely with cross-functional partners to drive operational excellence.
• Workforce Management: Manage staffing, attendance, scheduling, and productivity for a remote team environment.

Skills

Team Management

Leadership

Coaching

Communication

Performance Management

Education

Some College

Job description

Cognizant is seeking a Supervisory role in Dumaguete, Philippines. You will act as the primary client liaison, manage escalations, oversee daily performance, and lead a remote team while ensuring governance and efficient operations.

Join a collaborative culture that emphasizes growth, support, and meaningful impact across global accounts. This onsite role requires night shifts and flexibility to adapt to shifting schedules.