Operations Team Leader (Crisis Response)
Cognizant · Buenos Aires
Job description
About the role
As an Operations Team Leader you will guide a team that handles critical customer situations, ensuring high‑quality support and service excellence in a fast‑paced environment.
Key responsibilities
- Lead, coach and develop a team of support professionals to meet operational goals and deliver exceptional customer experiences.
- Own performance management, monitor metrics, schedule adherence, productivity and quality standards.
- Analyze performance trends, conduct root‑cause analyses and implement corrective actions.
- Prepare reports and operational insights for decision‑making and continuous improvement.
- Respond to client requests and escalations promptly and professionally.
Required profile
- 2+ years of experience leading customer support, contact‑center or operations teams.
- Proven ability to coach, mentor and develop employees.
- Strong verbal and written communication skills in English.
- Experience handling crisis or high‑priority support operations.
Required skills
- Agile methodologies
- Google Sheets, Docs, Slides, Calendar
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Published 1 hour ago
Expires 1 month from now
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Cognizant
Buenos Aires