Contact center managers hire, train, prepare, and empower their staff members to provide excellent service to clients and customers. They set objectives, analyze contact center metrics, ensure that the company and staff meet goals, and provide reliable, efficient support for clients and customers.

• Lead a team of Team Leads/ SME's and training to deliver Client/Customer and Business program goals and metrics.
• Monitor new hire training and review the scores with Trainers and Team Lead before the new hire goes to the floor.
• Collaborate with QA and Trainer on re-educating any team members referred by QA.
• 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 for issues relating to account
• Implement ongoing Continuous Improvement program for all team members by collaborating with the Training Team and QA staff.
• Receive and resolve client critical issues.
• Advise senior management of client challenges/concerns and resolution.
• 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, supervises KPI's and assists with any challenges the Team may come across.
• Maintain an open-door policy to be available as needed.
• 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
• Evaluate individual performance reviews and overall team effectiveness with upper management.
• Perform monthly, quarterly and year end reviews and document year end summary.
• Mentor to Team Leads on performance evaluation and employee engagement.
• Champion both staff development and performance management as appropriate
• Conduct effective resource planning to improve the efficiency 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
• Collaborate with Team Lead, Training, QA and SMEs to hire, coach and deliver training to personnel to maintain high customer service standards
• Review weekly, monthly, and yearly QA procedures to improve contact handling along with other procedures.
• Maintain and improve call center operations by supervising system performance; identifying and resolving challenges; and change control.
• Review and modify daily, weekly and monthly timesheet and end-of-month billing and provide final sign-off for workstream billing and invoicing.

• 5+ years of People Management and service delivery experience
• 4+ years of QA and Training Management experience
• 5+ years' Experience in customer service.
• Demonstrable Metric and KPI improvement actions
• Working with cross functional and global teams experience
• Experience in end-to-end performance management
• Experience prioritizing internal and external (client) needs with data-based decisions and solutions
• Proven experience as call center manager or similar position
• Knowledge of performance evaluation and customer service metrics 5+ years
• Solid understanding of reporting and budgeting procedures
• Proficient in Google applications and contact center equipment.
• Outstanding communication and interpersonal skills
• Ability to Maintain a level of professional and respectful presence at all times.
• Excellent organizational and leadership skills with a problem-solving ability
• Positive and patient
• Ability to delegate duties as necessary. Assign multiple projects and monitor to completion.
• Certified Call Center Manager HDI/CCCM
• Experience prioritizing internal and external customer/client needs with data-based decisions and solutions

• BA/BS or Validated Equivalent Work Experience
• Lean/Six Sigma qualification and/or Data Analytics Certification
• Training Certification
• Program documentation experience
• Process writing experience
• Experience with data analysis using differing sources and metrics

The annual salary for this position is between $95,000- $105,000/yr 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.

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.

Employee Status : Full Time Employee

Shift : Day Job

Travel : No

Job Posting : May 07 2024

About Cognizant

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

If you have a disability that requires a reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.