Job Responsibilities
- Lead and manage a team of call center agents, ensuring that daily tasks are completed efficiently and accurately.
- Monitor individual and team performance metrics such as call handling time, quality scores, and customer satisfaction ratings.
- Work closely with the team to direct the organization of work within the team, including staffing, scheduling, and vacations
- Provide ongoing coaching, support, and feedback to agents to improve performance and meet quality standards.
- Conduct regular one-on-one meetings with agents to discuss performance, set goals, and address challenges or concerns.
- Identify training needs and collaborate with the training department to implement development plans for underperforming team members.
- Track and analyze team performance using call center software and reporting tools.
- Ensure agents meet individual and team Key Performance Indicators (KPI), including call handling time, first call resolution, and customer satisfaction.
- Act as the first point of escalation for agents handling difficult or complex issues, providing guidance and resolution support.
Qualifications:
- W/ active PHRN license
- 5+ years of experience in a call center environment, with at least 1 year in a leadership or supervisory role.
- Proven experience with coaching, performance management, and conflict resolution.
- Understanding medical billing is a plus.
- Amenable to work onsite and night shift in Cebu
Why Join Us
At Cognizant, we don't just offer jobs—we build careers that thrive in the digital era.
- Growth That Matters – Clear career paths, continuous learning, and opportunities to move into leadership or specialized roles. You're not just filling a seat—you're building a future.
- Support That Empowers – A collaborative culture where your voice is heard, your ideas matter, and your well-being is prioritized through strong benefits and work-life balance.
- Impact That Inspires – Work on global accounts that shape industries, influence millions of users, and give you a sense of purpose beyond the paycheck.
Your future starts here—grow, thrive, and make an impact with Cognizant.
