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Key Responsibilities:
Support global operations for the client, directly managing Team Leads in Manila and other Geographical locations as needed
Take complete ownership and accountability for delivery of operational metrics including CSAT, SLAs and Capacity utilization for your teams & devise daily, weekly, monthly, quarterly strategies to meet targets
Ensure high quality of delivery and performance from the entire team including Team Lead, QA, Trainers, SMEs and Support Personnel
Ensure the team is always up to date with product and process knowledge and are adhering to workflow and process guidelines
Ensure deep subject matter expertise (product knowledge)
Ensure bench strength and attrition are under control and do not impact operational excellence
Work proactively with the Client Vendor Manager to deliver cohesive, coordinated and qualitative customer engagement experience
Continuously look for opportunities to improve customer experience provided by the client and make recommendations to Client Management team.
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes Worlds Best Employers 2025) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com
Job ID: 134116459
