Cognizant

Operations Manager (Onsite)

Cognizant • $80K — $95K *
Mesa, AZ 85204In-Person
Business Services
5 - 7 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 5+ years of experience in Contact Center or Operations roles.
  • Bilingual proficiency in Spanish is highly preferred.
  • Diplomatic and empathetic interpersonal skills for client and team interactions.
  • Strong attention to detail and ability to think both tactically and strategically.
  • Proficiency in troubleshooting with a focus on root cause analysis and action planning.
  • Experience supporting 24x7 contact center service operations.
  • Emotional intelligence to foster effective team dynamics.

Responsibilities

  • Manage a team of Team Leaders/SMEs to achieve program goals and metrics.
  • Collaborate with training leads to identify training improvement opportunities.
  • Work with Quality Assurance to analyze trends and provide team re-education.
  • Stay updated on change management protocols and ensure compliance.
  • Address staffing needs during large operational changes to minimize client impact.
  • Act as the primary contact for client escalations alongside Workflow Leads.
  • Notify senior management of client challenges and resolutions experienced.

Benefits

  • Medical, Dental, Vision, and Life Insurance plans.
  • Paid holidays and Paid Time Off.
  • 401(k) plan with employer contributions.
  • Long-term and short-term disability insurance.
  • Paid parental leave benefits.
  • Employee Stock Purchase Plan.
Full Job Description
The Operations Manager is responsible for overseeing operations execution at the program level. The Operations Manager works closely with Team Leads and Workflow Leads to ensure operational program success by identifying and tracking contractual SLA and KPI performance, setting objectives and improvement plans to ensure goals are met. The Operations Manager also meets regularly with the client to review and disseminate project updates and forecasts.

SLA & KPI Accountability: As SDM, you will own a balanced scorecard across Rider program experience, Efficiency, and Agent Effectiveness - maintaining top-tier CSAT while scaling volume, driving down Average Handle Time without compromising First Contact Resolution, and upholding strict QA adherence to safety and brand standards. You will be measured against defined SLA targets for each metric and expected to proactively identify tooling, process, or training gaps that put SLA delivery at risk.

Responsibilities:
  • Manage a team of Team Leaders / SME's to deliver client and business program goals and metrics.
  • Collaborating with training leads to identifying opportunities and improvements for overall agent training.
  • Collaborate with 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 account
  • Receive and resolve client escalations.
  • Notify senior management of client challenges/concerns and resolutions.
  • 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, 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 changing control.
  • Review and modify daily, weekly, and monthly timesheets and end-of-month billing and provide final sign-off for workstream billing and invoicing.
  • Running points on program governance structure to validate SLA and metric goals are met by the establishment of SMART goals at the team and agent levels.

Required Skills/Qualifications:
  • 5+ Years Contact Center / Operations experience.
  • Bilingual proficiency in Spanish is highly preferred.
  • Professional, diplomatic and empathetic approach when interacting with staff or client and customer
  • 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
  • Work experience in supporting contact center service experience in 24x7 operations
  • Emotional intelligence and ability to build and work within team environments
  • Self discipline, ability to gain consensus and work through occasional ambiguity

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

About Cognizant

TriZetto is Powering Integrated Healthcare Management. With technology solutions touching more than half the U.S. population today, TriZetto is uniquely positioned to drive the convergence of core benefit administration, care management and constituent engagement. TriZetto provides premier information technology solutions that enable payers and other constituents in the healthcare supply chain to improve the coordination of benefits and care for healthcare consumers.

Cognizant Careers

Join the vibrant team at Cognizant, a leading provider of information technology, consulting, and business process services. Cognizant is not just a company; it's a community where innovation, leadership, and diversity are valued and where every team member is encouraged to thrive.

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At Cognizant, we are dedicated to helping the world's leading companies build stronger businesses — not just for today but for the future. This commitment to growth and sustainability is what makes Cognizant a unique place to advance your career.

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Cognizant is committed to the professional growth of its employees. With access to cutting-edge training, leadership programs, and diversity initiatives, you can build a career that’s equipped for the demands of tomorrow’s business landscape.

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Our employees enjoy a range of benefits designed to support their physical, financial, and emotional well-being. Cognizant’s culture is built on a foundation of respect and inclusivity, where everyone’s contribution is valued. Join us and be part of a team that celebrates diversity and is driven to make a positive impact on the world.

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Learn more about Cognizant
Size
340,400 employees
Market Cap
$28.7 billion
Industry
Information Technology
Net Income
$1.3 billion
Founded
1994
5 Year Trend
+6.5%
Revenue
$16.6 billion
NASDAQ
CTSH
* Ladders Estimates

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