{"id":3559330,"url":"https://alion.io/job/cognizant-call-center-operations-manager","title":"Call Center Operations Manager","company":{"id":85,"name":"Cognizant","domain":"cognizant.com","url":"https://alion.io/company/cognizant","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Cognizant Careers","truth_index":{"grade":"A","score":87,"open_postings":183,"ghost_share":0.011,"stale_share":0.464,"repost_share":0.071,"time_to_fill_p50_days":22,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Management","role_family":"Management","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mesa, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":90000,"max":109000,"currency":"USD","period":"year","gross":null,"usd_annual":109000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[],"status":"live","first_seen_at":"2026-10-30T18:20:31Z","employer_posted_date":"2026-10-31","last_verified_at":"2026-11-05T14:56:02Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"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.\nPlease note that this role is Fully Onsite in Mesa, AZ. Only local candidates will be considered.\nRole Responsibilities\nManage a team of Team Leaders / SME’s to deliver client and business program goals and metrics. \nCollaborating with training leads to identifying opportunities and improvements for overall agent training. \nCollaborate with QA to identify trends and re-educate team members as determined necessary. \nStay current with change management and procedures with changes implemented. \nAddress staffing when large changes roll out to ensure no interruption to client and customer. \nAct as Cognizant and Client/Customer point of contact in conjunction with Workflow Leads for issues relating to account \nReceive and resolve client escalations. \nNotify senior management of client challenges/concerns and resolutions. \nReview individual weekly score cards of associates with Team Lead and QA Team. \nVerify associates are meeting required metrics to support clients and customers. \nAligns targets, implements guidelines, monitors KPI’s and assists with any challenges the Team may come across. \nCommunicate to team the company objectives to align with the client’s agenda \nParticipate in preparation of contact center performance reports by collecting and analyzing contact agents' data from Team Lead \nMentor to Team Leads on performance evaluation and employee engagement. \nChampion both staff development and performance management as appropriate \nConduct effective resource planning to maximize the productivity of resources (people, technology, etc.) \nCollaborate with WFM and RTA to ensure priority times are covered. \nReview budgeting and tracking expenses with Service Delivery Manager \nMaintain and improve call center operations by monitoring system performance; identifying and resolving challenges; and changing control. \nReview and modify daily, weekly, and monthly timesheets and end-of-month billing and provide final sign-off for workstream billing and invoicing. \nRunning 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. \nRequired Skills & Qualifications\nAt least a High School Diploma is required, Bachelor's preferred\n5+ Years Contact Center / Operations experience \nProfessional, diplomatic and empathetic approach when interacting with staff or client and customer \nAttention to detail with demonstrated ability to think both tactically and strategically \nTroubleshooting skills, with the goal of understanding root cause and ability to drive action plans from observation \nWork experience in supporting contact center service experience in 24x7 operations \nEmotional intelligence and ability to build and work within team environments \nSelf discipline, ability to gain consensus and work through occasional ambiguity \nSalary and Other Compensation:\nThe annual salary for this position is between $90,000 - $109,000 depending on experience and other qualifications of the successful candidate.\nThis position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.\nBenefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:\nMedical/Dental/Vision/Life Insurance\nPaid holidays plus Paid Time Off\n401(k) plan and contributions\nLong-term/Short-term Disability\nPaid Parental Leave\nEmployee Stock Purchase Plan\nDisclaimer: 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.","description_format":"text","description_chars":4268,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":true},"security_clearance":false,"languages":[]},"benefits":["Life insurance","Parental leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","IT Outsourcing & Dedicated Teams","Engineering Services","Cloud Consulting & Migration"],"lifecycle":[{"event":"open","at":"2026-10-31T02:49:49Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":5,"expected_fill_days":22,"reasons":["conf:1","velocity","win:early","comp:brand"],"computed_at":"2026-11-05T05:54:30Z"},"pay":{"stated_usd_annual":109000,"is_top_pay":false},"html_url":"https://alion.io/job/cognizant-call-center-operations-manager","json_url":"https://alion.io/job/cognizant-call-center-operations-manager.json","meta":{"generated_at":"2026-11-05T19:57:05Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":26772,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-06T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":85},"rest":"https://alion.io/mcp/rest/get_company?id=85"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcognizant-call-center-operations-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcognizant-call-center-operations-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcognizant-call-center-operations-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/cognizant-call-center-operations-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcognizant-call-center-operations-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3559330}},{"tool":"search_jobs","arguments":{"company":"cognizant.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3559330},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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