Call Center Operations Manager

Cognizant; Mesa (AZ); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays plus Paid Time Off

401(k) plan and contributions

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant is seeking an Operations Manager to oversee front line contact center agents who handle calls, chats and emails for our client and their customers. This role is Fully onsite in Mesa, AZ, focusing on resolving inquiries, complaints and providing information with professional, quality interactions.

You will lead Team Leaders and SMEs, partner with QA and training, monitor KPIs, manage staffing and performance, and drive continuous improvements.

Qualifications

• 5+ Years Contact Center / Operations experience
• Professional, diplomatic and empathetic approach when interacting with staff or client and customer
• Work experience in supporting contact center service experience in 24x7 operations
• Excellent spoken and written communication skills
• Attention to detail with demonstrated ability to think both tactically and strategically
• Troubleshooting skills, with the goal of understanding root cause and ability to drive action plans from observation
• Emotional intelligence and ability to build and work within team environments
• Self discipline, ability to gain consensus and work through occasional ambiguity
• Should have excellent problem solving skills and the ability to logically reason out (deduce situations logically to troubleshoot sequentially in order to provide global quality assistance)
• Must be ambitious, energetic and carry the mindset to deliver first time resolution
• Excellent customer service skills (thorough with call, chat and email correspondence)
• Basic technical troubleshooting knowledge (Technological awareness is a must)
• Must be spontaneous, creative and showcase the quality of taking personal ownership to solve for customer needs
• Must carry a professional, diplomatic and empathetic persona which is evident through the quality of work (handling voicemail, Email & Chat transactions with client and customer steps were taken to make sure details are clearly and concisely written)
• Should be flexible to working in shifts and familiar with a 24x7 work atmosphere.

Responsibilities

• Manage a team of Team Leaders / SME’s to deliver client and business program goals and metrics.
• Collaborate with training lead to identify opportunities and improvements for overall agent training.
• Collaborate with Quality Analysts to identify trends and re-educate team members as determined necessary.
• Stay current with change management and procedures with changes implemented.
• Address staffing when large changes roll out to ensure no interruption to client and customer.
• Act as Cognizant and Client/Customer point of contact for issues relating to the account
• Receive and resolve client escalations.
• Notify senior management of client challenges/concerns and resolution.
• Review weekly score cards of associates with Team Lead and QA Team.
• Verify associates are meeting required metrics to support clients and customers.
• Align targets, implement guidelines, monitor KPI’s and assist with challenges.
• Communicate company objectives to align with client’s agenda
• Participate in preparation of contact center performance reports
• Mentor to Team Leads on performance evaluation and employee engagement.
• Champion staff development and performance management as appropriate
• Conduct effective resource planning to maximize productivity
• Collaborate with WFM and RTA to ensure priority times are covered.
• Review budgeting and tracking expenses with Service Delivery Manager
• Maintain and improve call center operations by monitoring system performance and change control
• Review and modify timesheets and end-of-month billing and provide final sign-off for workstream billing and invoicing
• Run point on program governance to validate SLA and metric goals with SMART targets at team/agent level

Skills

Contact Center Ops

Communication

24x7 ops experience

Diplomacy

Problem solving

Technical troubleshooting

Shift readiness

Team collaboration

Job description

Cognizant is a large IT Consulting Firm that leverages modern technologies to transform a variety of business operations. We recently launched 2 Contact Centers in Mesa, AZ and Plano, TX, and hired several Customer Service Agents and Subject Matter Experts. We are looking to hire an Operations Manager that will oversee Front line contact center agents who handle calls, chats and emails for our client and their customers. These cases include responding to inquiries, managing complaints, troubleshooting significant client and customer service problems, and providing general information in a professional manner through positive and quality interactions. Please note that this role is Fully onsite.

Role Responsibilities

• Manage a team of Team Leaders / SME’s to deliver client and business program goals and metrics.
• Collaborate with training lead to identify opportunities and improvements for overall agent training.
• Collaborate with Quality Analysts (QA) to identify trends and re-educate team members as determined necessary.
• Stay current with change management and procedures with changes implemented.
• Address staffing when large changes roll out to ensure no interruption to client and customer.
• Act as Cognizant and Client/Customer point of contact in conjunction with Workflow Leads for issues relating to the account
• Receive and resolve client escalations.
• Notify senior management of client challenges/concerns and resolution.
• Review individual weekly score cards of associates with Team Lead and QA Team.
• Verify associates are meeting required metrics to support clients and customers.
• Align targets, implements guidelines, monitors KPI’s and assists with any challenges the team may come across.
• Communicate to team the company objectives to align with the client’s agenda
• Participate in preparation of contact center performance reports by collecting and analyzing contact agents' data from Team Lead
• Mentor to Team Leads on performance evaluation and employee engagement.
• Champion both staff development and performance management as appropriate
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Collaborate with WFM and RTA to ensure priority times are covered.
• Review budgeting and tracking expenses with Service Delivery Manager
• Maintain and improve call center operations by monitoring system performance; identifying and resolving challenges; and change control.
• Review and modify daily, weekly and monthly timesheet and end-of-month billing and provide final sign-off for workstream billing and invoicing.
• Running point on program governance structure to validate SLA and metric goals are met by the establishment of SMART goals at the team and agent levels

Desired Skills & Qualifications

• 5+ Years Contact Center / Operations experience
• Professional, diplomatic and empathetic approach when interacting with staff or client and customer
• Work experience in supporting contact center service experience in 24x7 operations
• Excellent spoken and written communication skills
• Attention to detail with demonstrated ability to think both tactically and strategically
• Troubleshooting skills, with the goal of understanding root cause and ability to drive action plans from observation
• Emotional intelligence and ability to build and work within team environments
• Self discipline, ability to gain consensus and work through occasional ambiguity
• Should have excellent problem solving skills and the ability to logically reason out (deduce situations logically to troubleshoot sequentially in order to provide global quality assistance)
• Must be ambitious, energetic and carry the mindset to deliver first time resolution
• Excellent customer service skills (thorough with call, chat and email correspondence)
• Basic technical troubleshooting knowledge (Technological awareness is a must)
• Must be spontaneous, creative and showcase the quality of taking personal ownership to solve for customer needs
• Must carry a professional, diplomatic and empathetic persona which is evident through the quality of work (handling voicemail, Email & Chat transactions with client and customer steps were taken to make sure details are clearly and concisely written)
• Should be flexible to working in shifts and familiar with a 24x7 work atmosphere.

Salary and Other Compensation:

The annual salary for this position is between $80,000 - $100,000 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits:

Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer:

The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.