Job Information
Cognizant Team Manager - SR in Sao Paulo, SP - Rua Jaceru, Brazil
As a Team Manager, you will be responsible for driving operational governance, people leadership, KPI achievement, and customer experience, ensuring compliance with Cognizant policies and client requirements. You will be a valuable member of the IOA Brazil Multichannel Customer Experience (CX) Helpdesk team and will work collaboratively with Partner with WFM, Quality, Training, Tech/Telephony, and HR for holistic delivery.
Work schedule includes weekends and holidays, 2pm to 11pm.
In this role, you will:
Lead multiple TLs/SMEs and their associate teams; own staffing, rostering, and intraday management.
Govern daily operations: queue health, real-time adherence, shrinkage control, occupancy, and SL attainment.
Review performance through huddles, coaching plans, and monthly performance appraisals.
Drive continuous improvement via RCA, CAPA, and Kaizen; standardize SOPs and playbooks.
Manage escalations and critical incidents; ensure timely resolution and client communication.
Partner with WFM, Quality, Training, Tech/Telephony, and HR for holistic delivery.
Publish daily/weekly/monthly MIS and insights; track SLA risk and remediation plans.
Ensure compliance with InfoSec, data privacy, and audit requirements.
Create reports and presentation for internal and external stakeholders
Work model: onsite
At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role’s business requirements, this is an onsite position requiring 5 days a week in a client or Cognizant office in São Paulo-SP.
The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.
What you need to have to be considered
Experience in Contact Center/BPO operations; team leadership (TL/AM/Manager).
Advanced level of English - excellent verbal and written communication.
Proficiency in telephony, CRM, and WFM tools.
Data-driven leader with proven experience in coaching, stakeholder management, and conflict resolution.
Proficiency in Google and Microsoft products.
Operational Metrics Knowledge : Service Level (SL) / Response SLAs; AHT, FCR, Quality Score, CSAT/NPS; Abandonment Rate, Contact Accuracy; Schedule Adherence, Occupancy, Shrinkage; Attrition, Absenteeism, Hiring SLAs (time-to-fill, nesting success).
Please, upload your resume in English.
We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.
Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.