Location: ASEAN (Thailand, Malaysia)
Employment Type: Full Time | 24/7 Rotational Shifts | Work from Office
Band / Designation: Team Manager
Role Overview
The Team Manager is accountable for end-to-end performance of a multi-channel contact center team (voice, chat, email) operating 24/7. The role drives operational governance, people leadership, KPI delivery, and customer experience while ensuring compliance with Cognizant policies and client requirements.
Key Responsibilities
- Lead multiple TLs/SMEs and their associate teams; own staffing, rostering, and intraday management.
- Govern daily operations: queue health, real-time adherence, shrinkage control, occupancy, and SL attainment.
- Review performance through huddles, coaching plans, and monthly performance appraisals.
- Drive continuous improvement via RCA, CAPA, and Kaizen; standardize SOPs and playbooks.
- Manage escalations and critical incidents; ensure timely resolution and client communication.
- Partner with WFM, Quality, Training, Tech/Telephony, and HR for holistic delivery.
- Publish daily/weekly/monthly MIS and insights; track SLA risk and remediation plans.
- Ensure compliance with InfoSec, data privacy, and audit requirements.
- Create reports and presentation for internal and external stakeholders
Operational Metrics Knowledge
- Service Level (SL) / Response SLAs
- AHT, FCR, Quality Score, CSAT/NPS
- Abandonment Rate, Contact Accuracy
- Schedule Adherence, Occupancy, Shrinkage
- Attrition, Absenteeism, Hiring SLAs (time-to-fill, nesting success)
Required Experience & Skills
- 6–10 years in Contact Center/BPO operations; 3+ years in people leadership (TL/AM/Manager).
- B2 English for voice processes; excellent verbal and written communication.
- Strong command of telephony, CRM and WFM tools.
- Data-driven leader with proven coaching, stakeholder management, and conflict resolution.
- Strong proficiency using Google and Microsoft products.
Shift Requirements
- 24/7 rotational shifts; nights/weekends/holidays as per business needs. Work From Office
Cognizant Competencies
- Client Centricity
- Operational Excellence
- Data-driven Decision Making
- People Leadership & Talent Development
- Compliance & Risk Management
About Cognizant
Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at www.cognizant.com or @cognizant.
