Onsite Contact Center Ops Leader (24x7)

Cognizant; Plano (TX); On-site; USD 80,000 - 100,000; 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 in Plano, TX is seeking an Operations Manager to oversee frontline contact center agents handling calls, chats and emails for our client. The role requires guiding performance, coordinating with Team Leads and QA, and ensuring service levels and customer satisfaction through effective leadership and process improvements.

You will manage staffing, training collaboration, and reporting, drive initiatives to reduce escalations, and maintain daily operations in a fully onsite, 24x7

Qualifications

• 5+ years in contact center/operations.
• Professional, diplomatic and empathetic approach with staff and clients.
• Experience supporting 24x7 contact center operations.
• Excellent spoken and written communication skills.
• Detail-oriented with tactical and strategic mindset.

Responsibilities

• Manage a team of Team Leaders / SME’s to deliver client and business program goals and metrics.
• Collaborate with training lead to identify 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 for account issues.
• Receive and resolve client escalations.
• Notify senior management of client challenges and resolution.
• Review weekly score cards of associates with Team Lead and QA Team.
• Verify associates are meeting required metrics to support clients and customers.
• Align targets, guidelines, monitors KPI’s and assist with challenges.
• Communicate company objectives to align with client agenda.
• Prepare contact center performance reports from data collected by Team Leads.
• Mentor Team Leads on performance evaluation and engagement.
• Champion staff development and performance management.
• Conduct resource planning to maximize productivity.
• Collaborate with WFM and RTA to cover priority times.
• Review budgeting and tracking expenses with Service Delivery Manager.
• Maintain and improve call center operations by monitoring performance and implementing changes.
• Review and approve timesheets and end-of-month billing.
• Lead program governance to validate SLA and SMART goals at team level.

Skills

Contact Center Operations

Leadership & Coaching

Communication Skills

Problem Solving

Staffing & Scheduling

Job description

Cognizant in Plano, TX is seeking an Operations Manager to oversee frontline contact center agents handling calls, chats and emails for our client. The role requires guiding performance, coordinating with Team Leads and QA, and ensuring service levels and customer satisfaction through effective leadership and process improvements.

You will manage staffing, training collaboration, and reporting, drive initiatives to reduce escalations, and maintain daily operations in a fully onsite, 24x7