Mesa Onsite Call Center Operations Leader

Cognizant Technology Solutions Corporation; Mesa (AZ); On-site; USD 90,000 - 109,000; 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 Technology Solutions Corporation in Mesa, AZ seeks an Operations Manager to oversee program-level operations, partnering with Team Leads to meet SLA/KPI goals. This fully onsite role requires 5+ years in contact center operations and a strong emphasis on staffing, performance, and client communication.

Responsibilities include mentoring Team Leads, monitoring metrics, budgeting, and coordinating with WFM/RTA to cover peak times. Competitive salary and Cognizant incentives apply.

Qualifications

• High School Diploma required; Bachelor’s preferred.
• 5+ years contact center/operations experience.
• Professional, diplomatic and empathetic approach when interacting with staff or client and customer.
• Attention to detail with tactical and strategic thinking.
• Experience in 24x7 contact center operations.

Responsibilities

• Lead a team of Team Leaders/SMEs to meet client goals and metrics.
• Collaborate with training leads to identify opportunities for agent training improvements.
• Work with QA to identify trends and re-educate staff as needed.
• Ensure change management procedures are followed and communicated.
• Oversee staffing to prevent interruptions to client and customer operations.
• Serve as Cognizant and Client contact for account issues with Workflow Leads.
• Receive and resolve client escalations and report outcomes.
• Review weekly performance scores with Team Lead and QA.
• Monitor KPI attainment and guide teams to meet targets.
• Communicate company objectives to align with client goals.
• Assist in preparing contact center performance reports from data.
• Mentor Team Leads on performance evaluation and engagement.
• Champion staff development and performance management.
• Plan resources effectively to maximize productivity.

Skills

Contact center experience

Operations management

Team leadership

Troubleshooting

Attention to detail

Communication

Emotional intelligence

Strategic thinking

Ambiguity handling

Education

High School Diploma

Bachelor's degree preferred

Tools

WFM systems

RTA tools

Billing systems

Job description

Cognizant Technology Solutions Corporation in Mesa, AZ seeks an Operations Manager to oversee program-level operations, partnering with Team Leads to meet SLA/KPI goals. This fully onsite role requires 5+ years in contact center operations and a strong emphasis on staffing, performance, and client communication.

Responsibilities include mentoring Team Leads, monitoring metrics, budgeting, and coordinating with WFM/RTA to cover peak times. Competitive salary and Cognizant incentives apply.