Onsite Contact Center People Ops Manager

Cognizant; Plano (TX); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays plus 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 a People Operations Manager to oversee frontline contact center agents handling calls, chats, and emails for client programs. This fully onsite role requires coordinating Team Leaders and SMEs to achieve client and business goals, while fostering training, QA collaboration, and performance improvements.

Ideal candidates will have 5+ years in contact center operations, strong communication, and a proven ability to drive KPI-based outcomes in a fast-paced environment.

Qualifications

• 5+ years contact center / operations experience.
• Excellent spoken and written communication skills.
• Attention to detail with tactical and strategic thinking.
• Troubleshooting skills and root-cause analysis.
• Emotional intelligence and teamwork.
• Self-discipline and consensus building.
• Problem solving with ownership and accountability.
• Ability to handle 24x7 operations and shifts.

Responsibilities

• Manage a team of Team Leaders / SMEs to meet client goals and metrics.
• Collaborate on agent training improvements with Training Lead.
• Work with QA to identify trends and re-educate staff.
• Oversee staffing during large changes to avoid interruptions.
• Act as point of contact for Cognizant and client accounts with Workflow Leads.
• Handle client escalations and communicate resolutions to senior management.
• Review weekly score cards and ensure metrics attainment.
• Support KPI alignment and budget monitoring with the Service Delivery Manager.
• Lead program governance and SMART goal establishment for teams.

Skills

Team Leadership

Customer Service

Operations Management

Shift Flexibility

Communication

Troubleshooting

Staff Development

Process Improvement

Budgeting

KPI Tracking

Escalation Management

Job description

Cognizant is seeking a People Operations Manager to oversee frontline contact center agents handling calls, chats, and emails for client programs. This fully onsite role requires coordinating Team Leaders and SMEs to achieve client and business goals, while fostering training, QA collaboration, and performance improvements.

Ideal candidates will have 5+ years in contact center operations, strong communication, and a proven ability to drive KPI-based outcomes in a fast-paced environment.