Call Center Operations Manager

Cognizant is a large IT Consulting firm that leverages modern technologies to transform a variety of business operations. The Operations Manager is responsible for overseeing operations execution at the program level. The Operations Manager works closely with Team Leads and Workflow Leads to ensure operational program success by identifying and tracking contractual SLA and KPI performance, setting objectives and improvement plans to ensure goals are met. The Operations Manager also meets regularly with the client to review and disseminate project updates and forecasts.

Please note that this role is Fully Onsite in Mesa, AZ. Only local candidates will be considered.

Role Responsibilities

• Manage a team of Team Leaders / SME’s to deliver client and business program goals and metrics.
• Collaborating with training leads to identifying 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 in conjunction with Workflow Leads for issues relating to account
• Receive and resolve client escalations.
• Notify senior management of client challenges/concerns and resolutions.
• Review individual weekly score cards of associates with Team Lead and QA Team.
• Verify associates are meeting required metrics to support clients and customers.
• Aligns targets, implements guidelines, monitors KPI’s and assists with any challenges the Team may come across.
• Communicate to team the company objectives to align with the client’s agenda
• Participate in preparation of contact center performance reports by collecting and analyzing contact agents' data from Team Lead
• Mentor to Team Leads on performance evaluation and employee engagement.
• Champion both staff development and performance management as appropriate
• Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)
• Collaborate with WFM and RTA to ensure priority times are covered.
• Review budgeting and tracking expenses with Service Delivery Manager
• Maintain and improve call center operations by monitoring system performance; identifying and resolving challenges; and changing control.
• Review and modify daily, weekly, and monthly timesheets and end-of-month billing and provide final sign-off for workstream billing and invoicing.
• Running points on program governance structure to validate SLA and metric goals are met by the establishment of SMART goals at the team and agent levels.

Required Skills & Qualifications

• At least a High School Diploma is required, Bachelor's preferred
• 5+ Years Contact Center / Operations experience
• Professional, diplomatic and empathetic approach when interacting with staff or client and customer
• Attention to detail with demonstrated ability to think both tactically and strategically
• Troubleshooting skills, with the goal of understanding root cause and ability to drive action plans from observation
• Work experience in supporting contact center service experience in 24x7 operations
• Emotional intelligence and ability to build and work within team environments
• Self discipline, ability to gain consensus and work through occasional ambiguity

Salary and Other Compensation:

The annual salary for this position is between $90,000 - $109,000 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• 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

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.