Operations Team Leader - Client & Performance Coach

Cognizant Technology Solutions Philippines Inc.

Dumaguete

On-site

PHP 335,000 - 558,000

Full time

5 days ago

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Job summary

Cognizant Technology Solutions Philippines Inc. in Dumaguete is seeking a dedicated team leader to manage client relationships, escalate issues promptly, and oversee daily performance against KPIs in a remote team setup.

You will lead and mentor staff, ensuring service quality and adherence to client expectations. The role requires on-site presence in Dumaguete, strong communication skills, and the ability to coach others.

Qualifications

Completed at least 2 Years in 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 shifting schedules as needed.

Responsibilities

Client Management: act as the primary client contact, ensuring timely communication and alignment on goals.
Escalation Management: handle process- and client-related escalations with quick resolutions.
Performance Management: oversee daily team performance, monitor KPIs, provide coaching.
Team Leadership: drive engagement, development, and accountability within the team.
Operational Governance: ensure process compliance and maintain updated documentation.
Workforce Management: manage staffing, scheduling, and productivity for a remote team.