Operations Team Leader - Drive CX & Performance

Cognizant Technology Solutions Philippines Inc.; Philippines; On-site; PHP 2,400,000 - 4,000,000; Full time

Job summary

Cognizant Technology Solutions Philippines Inc. in Pasig is seeking a Senior Contact Center Manager to own delivery of operational metrics, CSAT, SLAs, and capacity utilization.

You will lead a cross-functional team including Team Leads, QA, and Trainers, drive process improvements, and manage client relationships. Role requires strong strategic planning, budget management, and the ability to coordinate across multiple geographic teams.

Qualifications

• Bachelor's/College Degree required in any field; MBA preferred
• PMP certification or relevant domain certification advantageous
• 5+ years in a senior contact center managerial role
• Background in financial accounts, payment gateway, and customer service advantageous
• Strong interpersonal and communication skills for global customers
• Willingness to work at Giga Center, Pasig; ability to work mid-graveyard shifts and weekends if needed

Responsibilities

• Deliver on financial goals for the business
• Prepare and report process performance metrics to stakeholders
• Participate in governance discussions and customer forums
• Identify cost drivers and optimize them
• Identify opportunities for growth and hiring
• Provide guidance and mentorship to the team and manage attrition
• Oversee project delivery, SLAs, and productivity targets
• Ensure process compliance and drive process improvements
• Manage customer relationships through regular reviews and issue resolution
• Coordinate with support functions for infrastructure and growth requirements

Skills

Senior management experience

Stakeholder management

Communication skills

Leadership & mentoring

Budget & cost optimization

Education

Bachelor's degree

MBA preferred

PMP certification

Job description

Cognizant Technology Solutions Philippines Inc. in Pasig is seeking a Senior Contact Center Manager to own delivery of operational metrics, CSAT, SLAs, and capacity utilization.

You will lead a cross-functional team including Team Leads, QA, and Trainers, drive process improvements, and manage client relationships. Role requires strong strategic planning, budget management, and the ability to coordinate across multiple geographic teams.