Operations Team Manager

Cognizant Technology Solutions Philippines Inc.; Dumaguete; On-site; PHP 335,000 - 558,000; Full time

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.

Skills

Team management

Leadership

Coaching

Communication

Performance management

Education

Some college

Job description

Job Duties and 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
  

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 flexible to work on a shifting schedule as needed.

Why Join Us:

At Cognizant, we don’t just offer jobs—we build careers that thrive in the digital era.

• Growth That Matters – Clear career paths, continuous learning, and opportunities to move into leadership or specialized roles. You’re not just filling a seat—you’re building a future.

• Support That Empowers – A collaborative culture where your voice is heard, your ideas matter, and your well-being is prioritized through strong benefits and work-life balance.

• Impact That Inspires – Work on global accounts that shape industries, influence millions of users, and give you a sense of purpose beyond the paycheck.

Your future starts here—grow, thrive, and make an impact with Cognizant.