Mesa Onsite Call Center Operations Manager

Cognizant; Mesa (AZ); On-site; USD 90,000 - 109,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays + 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 program-level operations onsite in Mesa, AZ. You will work with Team Leads and Workflow Leads to meet SLA and KPI targets, review client updates, and forecast project performance.

The role requires 5+ years in contact center/operations, strong leadership, and a proactive, detail‑driven approach to optimize processes and staffing for 24x7 operations. Local candidates only.

Qualifications

• 5+ years of contact center or operations experience.
• Professional, diplomatic and empathetic when interacting with staff or client.
• Attention to detail with ability to think tactically and strategically.
• Troubleshooting skills to identify root cause and drive action plans.
• Emotional intelligence and ability to work within team environments.
• Self discipline to gain consensus and handle ambiguity.

Responsibilities

• Manage a team of Team Leaders to deliver client and business program goals and metrics.
• Collaborate with training leads to identify opportunities and improvements for agent training.
• Collaborate with QA to identify trends and re-educate team members as needed.
• Monitor change management and procedures with changes implemented.
• Address staffing to avoid interruptions to client and customer.
• Act as Cognizant and Client contact for account issues with Workflow Leads.

Skills

5+ Years Contact Center/Operations

Professional diplomacy

Attention to detail

Troubleshooting

Emotional intelligence

Self discipline

Education

High School Diploma or equivalent

Job description

Cognizant is seeking an Operations Manager to oversee program-level operations onsite in Mesa, AZ. You will work with Team Leads and Workflow Leads to meet SLA and KPI targets, review client updates, and forecast project performance.

The role requires 5+ years in contact center/operations, strong leadership, and a proactive, detail‑driven approach to optimize processes and staffing for 24x7 operations. Local candidates only.