Ops Manager
Cognizant
Buenos Aires, Buenos Aires, Argentina
hace 4 días

At #Cognizant, we have an ideal opportunity for you to be part of one of the largest companies in the digital industry worldwide.

Ranked as Top Employers and as a Great Place to Work for millennials, we offer potential associates opportunities to be part of a very fast-moving company with an innovative entrepreneurial mindset and excellent growth trajectory.

We also promote an inclusive culture where we value different perspectives.

We are currently looking for a Senior Manager to work in our Contact Center team who will be in charge of operational excellence, people development and client delivery for a major digital company.

What do we value?

People with initiative and responsibility, who have good diction and excellent treatment with the client. We will assess those who have a technical profile or related experience in the role.

Necessary skills and experience required

  • 5+ years of experience in Contact Centers / Business Process Outsourcing projects;
  • Experience managing large teams.
  • Program management experience (Agile, Scrum, etc, methologies)
  • Excellent leadership skills; strong experience in customer support teams and KPIs; attention to detail and critical thinking;
  • demonstrated experience multitasking and prioritizing in a fast-paced environment; make critical decisions; business insight.

  • Very good communication skills
  • Advanced level of English.
  • Responsibility :

  • 1. Accountable for all Operational Metrics;
  • 2. Operational effectiveness, achieving KPIs and supporting team managers to understand and achieve productivity targets;
  • 3. Responsible for executing action plans and ensuring their effectiveness as well as measuring their impact;
  • 4. Coaching and measuring Managers’ performance; mentorship

  • 5. Onboarding new leaders and ensuring a leadership pipeline (as well as reaching team HC required);
  • 6. Keep the team motivated and constantly improving, promoting the culture and creating communications within teams and across teams to ensure alignment;
  • 7. Program manage key support initiatives to improve the customer support experience.

    8. Risk assessment and action plan development

    9. Client facing internal and external, agreement on metrics, headcount and results.

    10. Proactive and positive Interaction with all the support areas, TAG, PMO, Bi, etc

    11. Aligned view with other managers and the site general view.

    12. Ensure accuracy on reporting

    13. Billing and forecast.

    Location : Buenos Aires, Argentina.

    Shift : Full Time.

    We offer OSDE for you and your primary family group, a very competitive salary, an annual bonus, and unlimited access to Udemy.

    Additionally, we provide you with all the necessary equipment to work as comfortably as possible from your home while we all take care of our health.

    There are many other benefits that we are going to share during the selection process!

    Join our team!!

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