Onsite Call Center Operations Leader (Plano)

Cognizant Technology Solutions Corporation; Plano (TX); On-site; USD 90,000 - 109,000; Full time

Job summary

Cognizant Technology Solutions Corporation in Plano, TX is hiring an Operations Manager to oversee program-level operations. The role requires coordinating Team Leads and QA to meet SLA and KPI targets while communicating progress with the client.

This position is fully onsite in Plano, with local candidates only. The role involves staff planning, performance management, and governance to ensure seamless client service delivery.

Qualifications

• At least a High School Diploma is 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 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.
• Work experience in supporting contact center service experience in 24x7 operations.
• Emotional intelligence and ability to build and work within team environments.
• Self discipline, ability to gain consensus and work through occasional ambiguity.

Responsibilities

• Manage a team of Team Leaders / SMEs to deliver client goals and metrics.
• Collaborate with training leads to identifying opportunities and improvements for overall agent training.
• Collaborate with 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 account.
• Receive and resolve client escalations.
• Notify senior management of client challenges/concerns and resolutions.
• Review individual weekly score cards of associates with Team Lead and QA Team.
• Verify associates are meeting required metrics to support clients and customers.
• Aligns 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 changing control.
• Review and modify daily, weekly, and monthly timesheets and end-of-month billing and provide final sign-off for workstream billing and invoicing.
• Running points on program governance structure to validate SLA and metric goals are met by the establishment of SMART goals at the team and agent levels.

Skills

Contact Center / Operations experience

Attention to detail

Strategic thinking

Troubleshooting

Emotional intelligence

Education

High School Diploma

Bachelor's degree preferred

Job description

Cognizant Technology Solutions Corporation in Plano, TX is hiring an Operations Manager to oversee program-level operations. The role requires coordinating Team Leads and QA to meet SLA and KPI targets while communicating progress with the client.

This position is fully onsite in Plano, with local candidates only. The role involves staff planning, performance management, and governance to ensure seamless client service delivery.