Opportunity Description
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.
- Mana...
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