Workflow Lead (Team Manager)
*In-Office- Plano, TX*
About the Job: The Workflow Lead serves as the primary Product & Operational Subject Matter Expert and Metric Analyst bridging the client and frontline operations. Acting as the connective tissue between client strategy and floor execution, this role is deeply analytical and product-focused-responsible for dissecting daily queue performance, evaluating workflow health, and translating complex operational data into actionable insights. In this role, the Workflow Lead continuously monitors performance metrics, flags emerging operational or product risks before they impact SLAs, and partners directly with client and internal stakeholders to recommend process innovations. The role serves as the expert voice of product realities back to the client while empowering operations with the deep domain knowledge needed to drive quality, efficiency, and seamless user experiences.
Roles and Responsibilities
• Subject Matter Expertise: Obtain and maintain a Subject Matter Expert (SME) level understanding of the client's product, tools, and specific workflow processes.
• Operational Reporting: Collate, analyze, and prepare data inputs for Weekly, Monthly, and Quarterly Business Reviews (WBR/MBR/QBR) and present operational callouts to stakeholders.
• Metric & SLA Management: Monitor real-time SLAs, KPIs, and operational drivers (CSAT/DSAT, AHT, TTA, Quality, CES); conduct root-cause deep dives on shortfalls and execute immediate floor-level action plans.
• Stakeholder & Daily Communication: Facilitate daily operational comms between Cognizant frontline teams and client point-of-contacts, cascading policy updates, process changes, and edge-case guidance.
• Process & Pilot Execution: Support the rollout of client pilots, new workflow requirements, and process updates; track floor adoption and provide feedback on feasibility.
• Escalation Handling: Act as a first-line escalation point for complex operational issues, working directly with floor supervisors and agents to draft root-cause analyses (RCAs) and action plans.
• Continuous Improvement: Identify floor friction, lead localized process improvements, and partner with Quality and Training teams to address performance gaps.
• Cross-Functional Coordination: Collaborate daily with supporting departments (Quality Assurance, Training, Workforce Management, and HR) to maintain operational readiness.
• Administrative Oversight: Track daily/weekly team timesheets, shift adherence, and operational logs to ensure accurate inputs for monthly client billing and reporting.
Required Skills & Qualifications
• 3+ years of team management, supervisory, or lead experience within a contact center or tech operations environment.
• 3+ years of direct customer service or client-facing operations experience.
• Proven track record of driving frontline KPI and metric improvements (CSAT, AHT, Quality, SLA).
• Hands-on experience analyzing operational performance data to identify trends and execute tactical fixes.
• Demonstrated ability to manage client communications with diplomacy, professional composure, and clarity.
• Strong leadership skills with a focus on coaching, delegation, and floor execution.
• Proficiency in Google Workspace (Docs, Sheets, Slides) and contact center platforms/management systems.
• Strong problem-solving, organizational, and time-management skills in a fast-paced, evolving environment.
Preferred Skills & Qualifications
• BA/BS degree or equivalent practical work experience.
• Experience in autonomous vehicle (AV), mobility, or tech-ops support environments is an advantage.
• Hands-on experience creating operational documentation, SOPs, and workflow guides.
• Basic understanding of Workforce Management (WFM) principles, scheduling, and queue monitoring.
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.
Cog2026
