Call Center Operations Manager

About the role

Cognizant is a large IT consulting firm that leverages modern technologies to transform a variety of business operations. We recently launched two contact centers in Mesa, AZ and Plano, TX, and hired several Customer Service Agents and Subject Matter Experts. We are looking to hire an Operations Manager who will oversee front‑line contact‑center agents handling calls, chats, and emails for our client and their customers. These cases include responding to inquiries, managing complaints, troubleshooting significant client and customer service problems, and providing general information in a professional manner through positive and quality interactions. This role is fully onsite.

Responsibilities

• Manage a team of Team Leaders / SMEs to deliver client and business program goals and metrics.
• Collaborate with the training lead to identify opportunities and improvements for overall agent training.
• Collaborate with Quality Analysts (QA) to identify trends and re‑educate team members as necessary.
• Stay current with change management and procedures as changes are 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 the account.
• Receive and resolve client escalations.
• Notify senior management of client challenges/concerns and resolutions.
• Review individual weekly scorecards of associates with Team Lead and QA team.
• Verify associates are meeting required metrics to support clients and customers.
• Align targets, implement guidelines, monitor KPIs, and assist with any challenges the team may encounter.
• Communicate company objectives to the team to align with the client’s agenda.
• Participate in preparation of contact‑center performance reports by collecting and analyzing agents’ data from Team Leads.
• Mentor Team Leads on performance evaluation and employee engagement.
• Champion staff development and performance management as appropriate.
• Conduct effective resource planning to maximize productivity of people, technology, etc.
• Collaborate with Workforce Management (WFM) and Real‑Time Analyst (RTA) to ensure priority times are covered.
• Review budgeting and track expenses with the Service Delivery Manager.
• Maintain and improve call‑center operations by monitoring system performance, identifying and resolving challenges, and managing change control.
• Review and modify daily, weekly, and monthly timesheets and end‑of‑month billing; provide final sign‑off for workstream billing and invoicing.
• Run the program governance structure to validate SLA and metric goals, establishing SMART goals at the team and agent levels.

Desired Skills & Qualifications

• 5+ years of contact‑center/operations experience.
• Professional, diplomatic, and empathetic approach when interacting with staff, clients, and customers.
• Experience supporting contact‑center services in a 24 × 7 environment.
• Excellent spoken and written communication skills.
• Attention to detail with the ability to think both tactically and strategically.
• Troubleshooting skills focused on root‑cause analysis and driving action plans.
• Emotional intelligence and ability to build and work within team environments.
• Self‑discipline, ability to gain consensus, and comfort working through occasional ambiguity.
• Strong problem‑solving skills and logical reasoning to troubleshoot sequentially and provide global quality assistance.
• Ambitious, energetic mindset with a focus on first‑time resolution.
• Excellent customer‑service skills across call, chat, and email correspondence.
• Basic technical troubleshooting knowledge; technological awareness is a must.
• Spontaneous, creative, and willing to take personal ownership of customer needs.
• Professional, diplomatic, and empathetic persona evident in handling voicemail, email, and chat transactions with clear, concise documentation.
• Flexibility to work shifts and familiarity with a 24 × 7 work atmosphere.

Pay

The annual salary for this position is between $80,000 – $100,000 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

• Medical, dental, vision, and life insurance.
• Paid holidays plus paid time off.
• 401(k) plan and contributions.
• Long‑term and short‑term disability coverage.
• Paid parental leave.
• Employee Stock Purchase Plan.

Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.