Call Center Operations Manager

Cognizant is a large IT Consulting Firm that leverages modern technologies to transform a variety of business operations. We recently launched 2 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 that will oversee Front line contact center agents who handle 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. Please note that this role is Fully onsite
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• Manage a team of Team Leaders / SME’s to deliver client and business program goals and metrics.
• Collaborate with 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 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 the account
• Receive and resolve client escalations.
• Notify 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.
• Align 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 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.
• Running point on program governance structure to validate SLA and metric goals are met by the establishment of SMART goals at the team and agent levels

• 5+ Years Contact Center / Operations experience
• Professional, diplomatic and empathetic approach when interacting with staff or client and customer
• Work experience in supporting contact center service experience in 24x7 operations
• Excellent spoken and written communication skills
• 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
• Emotional intelligence and ability to build and work within team environments
• Self discipline, ability to gain consensus and work through occasional ambiguity
• Should have excellent problem solving skills and the ability to logically reason out (deduce situations logically to troubleshoot sequentially in order to provide global quality assistance)
• Must be ambitious, energetic and carry the mindset to deliver first time resolution
• Excellent customer service skills (thorough with call, chat and email correspondence)
• Basic…