Operations Team Manager

Job Duties and Responsibilities

• Client Management: Act as the primary point of contact for clients, ensuring timely

  communication, alignment on goals, and smooth operational delivery.

  • Escalation Management: Handle process-related, client-related, and internal escalations with a

  focus on quick resolution and proactive prevention of recurring issues.

  • Performance Management: Oversee daily team performance, monitor KPIs, provide coaching,

  conduct performance reviews, and ensure adherence to SLAs and quality standards.

  • Team Leadership: Drive engagement, motivation, and professional development of the team

  while fostering a culture of accountability and continuous improvement.

  • Operational Governance: Ensure process compliance, maintain updated documentation, and

  work closely with cross-functional partners to drive operational excellence.

  • Workforce Management: Manage staffing, attendance, scheduling, and productivity for a remote

  team environment

Qualifications

• Completed at least 2 Years in College
• Must have team management or supervisory experience in a BPO, customer service, or operations environment.
• Strong leadership, coaching, communication, and performance management skills.
• Willing to work onsite in Dumaguete.
• Amenable to night shift and flexible to work on a shifting schedule as needed.

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.