job description
Are you a seasoned leader with a passion for operational excellence? Cognizant, a global leader in business and technology services, is looking for an Ops Team Leader to join our dynamic team in Taguig City. In this role, you will play a pivotal part in driving performance, fostering a culture of excellence, and delivering innovative solutions that empower our clients to succeed in an increasingly complex digital landscape.
As an Ops Team Leader at Cognizant, you will lead a high-performing team within our customer service and operations division. You will be responsible for balancing operational efficiency with employee engagement, ensuring that we not only meet our contractual KPIs but also exceed client expectations. If you are a strategic thinker who thrives in a fast-paced environment and possesses a deep commitment to process improvement and professional development, we want to hear from you.
Responsibility
- Lead, mentor, and motivate a team of customer service professionals to achieve daily performance targets and quality benchmarks.
- Monitor team productivity and implement actionable strategies to optimize operational workflows.
- Conduct regular performance reviews, coaching sessions, and feedback loops to foster professional growth.
- Ensure full compliance with client protocols, corporate policies, and industry regulations.
- Manage escalated customer issues and complex inquiries with a focus on first-contact resolution.
- Analyze operational data and prepare detailed reports for senior management regarding performance trends.
- Promote a positive, inclusive, and collaborative work environment that aligns with Cognizant's global core values.
Qualifications
- Bachelor’s degree in Business Administration, Management, or a related field.
- Minimum of 3+ years of experience in a supervisory or team lead role within a BPO or customer service environment.
- Strong understanding of contact center metrics, workforce management, and quality assurance processes.
- Excellent communication skills in English, both verbal and written.
- Proven ability to analyze complex data sets and translate findings into operational improvements.
- Advanced proficiency in Microsoft Office Suite, particularly Excel and PowerPoint.
- Ability to work effectively in a high-pressure environment while maintaining a professional demeanor.
- Strong leadership, problem-solving, and conflict-resolution capabilities.