Senior Onsite Contact Center Deputy General Manager

Cognizant; Plano (TX); On-site; USD 115,000 - 135,000; 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 Deputy General Manager for its Plano, TX contact center supporting Waymo rider services across voice, chat and email. This senior, client-facing role oversees 200+ FTE in a 24x7 operation and owns KPIs/SLA delivery for the client.

The DGM drives RCA/CAPA, capacity planning and continuous improvement, partnering with cross-functional teams to meet customer experience targets and governance requirements.

Qualifications

• Bachelor's degree or equivalent experience.
• 5-7 years in a senior operations leadership role.
• Experience managing 200+ FTE onsite in a BPO or contact center.
• Proven attrition reduction at scale with examples.
• Experience in multichannel operations with SLA-linked contracts.
• Strong analytical skills and data-driven approach.
• Ability to present to client leadership with actionable insights.

Responsibilities

• Own site-level achievement of CX/CSAT, AHT, quality and time to response across voice, chat and email.
• Lead RCA and CAPA on KPI and SLA misses with measurable criteria.
• Present performance and status in client governance forums daily to quarterly.
• Coach and develop Operations Managers and Team Leads on KPI ownership.
• Plan capacity with WFM and Talent Acquisition; manage attrition backfill.
• Oversee budget, cost and utilization with Finance; ensure compliance.
• Collaborate with Training, Quality, IT and offshore sites for delivery.

Skills

Leadership

KPI & SLA management

Multichannel ops

Data-driven decision

Client governance

Communication

Education

Bachelor's degree

Tools

Excel

BI dashboards

WFM

QA tools

Job description

Cognizant is seeking a Deputy General Manager for its Plano, TX contact center supporting Waymo rider services across voice, chat and email. This senior, client-facing role oversees 200+ FTE in a 24x7 operation and owns KPIs/SLA delivery for the client.

The DGM drives RCA/CAPA, capacity planning and continuous improvement, partnering with cross-functional teams to meet customer experience targets and governance requirements.