Onsite Call Center People 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 and PTO

401(k) plan

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant is seeking a People Operations Manager in Mesa, AZ to oversee frontline contact center agents across calls, chats, and emails. This fully onsite role focuses on performance management, staff development, KPI tracking, and cross-functional collaboration with Training, QA, and Workflow teams to meet client goals.

The position emphasizes leadership, process improvement, and driving customer satisfaction in a 24x7 environment. Competitive salary and benefits are offered.

Qualifications

• 5+ years of contact center / operations experience.
• Professional, diplomatic, empathetic approach when interacting with staff or client.
• Experience supporting 24x7 contact center services.
• Excellent spoken and written communication skills.
• Attention to detail with tactical and strategic thinking.
• Strong troubleshooting to identify root causes and drive actions.

Responsibilities

• Manage a team of Team Leaders and SMEs to meet client/program goals.
• Collaborate to identify training improvements and optimize agent performance.
• Monitor KPIs and ensure staffing coverage for changes.
• Resolve client escalations and report challenges to senior management.
• Review weekly performance metrics and ensure targets are met.
• Coordinate with WFM and QA to sustain 24x7 operations.
• Oversee budgeting and billing for the workstream.

Skills

Contact center experience

Communication skills

24x7 operations

Problem solving

Emotional intelligence

Team collaboration

Shift work

Technical troubleshooting

Ambition and initiative

Customer service excellence

Job description

Cognizant is seeking a People Operations Manager in Mesa, AZ to oversee frontline contact center agents across calls, chats, and emails. This fully onsite role focuses on performance management, staff development, KPI tracking, and cross-functional collaboration with Training, QA, and Workflow teams to meet client goals.

The position emphasizes leadership, process improvement, and driving customer satisfaction in a 24x7 environment. Competitive salary and benefits are offered.