Onsite Call Center Operations Manager – Lead SLA & KPI Excellence

Cognizant; Plano (TX); Sur place; USD 90 000 - 109 000; Plein temps

Avantages offerts par ce poste

Medical/Dental/Vision/Life Insurance

Paid holidays + PTO

401(k) plan

Résumé du poste

Cognizant is seeking an Operations Manager to oversee program-level operations at a large-scale contact center in Plano, Texas. You will collaborate with Team Leads and Workflow Leads to ensure SLA and KPI targets are met and communicate updates with the client.

The role is fully onsite in Plano, TX, with a focus on staffing, performance management, and governance to drive operational excellence. Local candidates only.

Qualifications

• High School Diploma is required; Bachelor's degree preferred.
• 5+ years of contact center/operations experience.
• Professional, diplomatic and empathetic approach when interacting with staff and clients.
• Attention to detail with ability to think tactically and strategically.

Responsabilités

• Manage a team of Team Leaders to meet client and program goals.
• Collaborate with training leads to identify opportunities for agent training improvements.
• Work with QA to identify trends and re-educate team members as needed.
• Ensure adherence to change management and procedures; monitor KPI performance.
• Address staffing during large changes to avoid disruption to clients.
• Point of contact for Cognizant and client for account issues and escalations.
• Review weekly scorecards and verify metrics to support clients.

Connaissances

Communication

Team leadership

Problem solving

Formation

High School Diploma

Bachelor's degree preferred

Description du poste

Cognizant is seeking an Operations Manager to oversee program-level operations at a large-scale contact center in Plano, Texas. You will collaborate with Team Leads and Workflow Leads to ensure SLA and KPI targets are met and communicate updates with the client.

The role is fully onsite in Plano, TX, with a focus on staffing, performance management, and governance to drive operational excellence. Local candidates only.