Address
Form of workDescription
Responsibilities
• Responsible for and owner of customer experience quality and service delivery. Responsible for the overall direction, coordination, and evaluation of the teams under management. Understands and demonstrates core values and Leadership Principles.
• Carries out supervisory and management responsibilities in accordance with the organization's policies and procedures. Mentor others in developing Leadership behaviors. Hires, manages, and develops high performing teams.
• Actively seeks to understand core business values and initiatives and translates those into everyday Customer Service practices. Works with the Regional Lead to determine strategy to achieve overall business goals. Shapes the direction of the team, keeps them focused and motivated to deliver the right results.
• Combines a deep cross-functional business understanding with a long-term industry wide strategic context for all decision making. Understands how to position the organization for success. Effectively applies best practices to all strategic decisions.
• Maintains a complete and thorough understanding of technical systems in a complex automated customer service center. Implements change or develop new processes as necessary to provide the ability to better service multiple work types. Continually measures and evaluates all work processes using Kaizen, Lean, DMAIC, and other improvement methods.
• Demonstrates emotional maturity and grace under pressure in all communications. Builds positive productive relationships with many stakeholders and partners around the world.
• Overcomes time zone and geographic distance to drive cross functional initiatives and ensure compliance with business policies. Deals with the complexity of multiple lines of business. Demonstrates flexibility in work hours based on business need.
Skills & Qualifications
• The ideal candidate will h ave a strong commitment to leadership, employee development, an understanding of Lean and Six Sigma, and a keen interest in and familiarity with technical systems, in addition to an exceptional level of dedication, motivation, and intelligence.
• Demonstrated ability managing and developing large high performance teams of associates/managers is required. Demonstrated familiarity with general principles of workflow in an inbound call/ chat/ email center, and current technologies to help manage that workflow. Must possess exceptional analytical capabilities.
• The candidate should have a specialized skill set in running large scale production operations, preferably in a contact center environment. A deep knowledge in continuous improvement methods such as Kaizen, Lean, DMAIC, etc. is required.
• The ideal candidate will have at least 10 or more management experience in a fast paced, rapidly changing operations environment.
• Should be currently working as Senior manager in an MNC BPO in Customer Care process in an International process in an MNC BPO.
• Strong oral and written communication skills, as well as a strong technical and analytical aptitude are required. A bachelor's degree, or higher, in operations, or a related field, is required.
• The ideal degree would be in engineering, operations, supply chain or a related field. An advanced degree in a quantitative field is preferred (mathematics, stats, engineering, or science or an MBA).
Salary and Other Compensation :
(California and remote postings that could be included in California) Applications will be accepted until 02/29/2024.
The annual salary for this position is between $72,200 - $139,800 depending on experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant's discretionary annual incentive program , based on performance and subject to the terms of Cognizant's applicable plans .
Benefits : Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Qualifications
Skills & Qualifications
• The ideal candidate will h ave a strong commitment to leadership, employee development, an understanding of Lean and Six Sigma, and a keen interest in and familiarity with technical systems, in addition to an exceptional level of dedication, motivation, and intelligence.
• Demonstrated ability managing and developing large high performance teams of associates/managers is required. Demonstrated familiarity with general principles of workflow in an inbound call/ chat/ email center, and current technologies to help manage that workflow. Must possess exceptional analytical capabilities.
• The candidate should have a specialized skill set in running large scale production operations, preferably in a contact center environment. A deep knowledge in continuous improvement methods such as Kaizen, Lean, DMAIC, etc. is required.
• The ideal candidate will have at least 10 or more management experience in a fast paced, rapidly changing operations environment.
• Should be currently working as Senior manager in an MNC BPO in Customer Care process in an International process in an MNC BPO.
• Strong oral and written communication skills, as well as a strong technical and analytical aptitude are required. A bachelor's degree, or higher, in operations, or a related field, is required.
• The ideal degree would be in engineering, operations, supply chain or a related field. An advanced degree in a quantitative field is preferred (mathematics, stats, engineering, or science or an MBA).
Salary and Other Compensation :
(California and remote postings that could be included in California) Applications will be accepted until 02/29/2024.
The annual salary for this position is between $72,200 - $139,800 depending on experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant's discretionary annual incentive program , based on performance and subject to the terms of Cognizant's applicable plans .
Benefits : Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Responsibilities
• Responsible for and owner of customer experience quality and service delivery. Responsible for the overall direction, coordination, and evaluation of the teams under management. Understands and demonstrates core values and Leadership Principles.
• Carries out supervisory and management responsibilities in accordance with the organization's policies and procedures. Mentor others in developing Leadership behaviors. Hires, manages, and develops high performing teams.
• Actively seeks to understand core business values and initiatives and translates those into everyday Customer Service practices. Works with the Regional Lead to determine strategy to achieve overall business goals. Shapes the direction of the team, keeps them focused and motivated to deliver the right results.
• Combines a deep cross-functional business understanding with a long-term industry wide strategic context for all decision making. Understands how to position the organization for success. Effectively applies best practices to all strategic decisions.
• Maintains a complete and thorough understanding of technical systems in a complex automated customer service center. Implements change or develop new processes as necessary to provide the ability to better service multiple work types. Continually measures and evaluates all work processes using Kaizen, Lean, DMAIC, and other improvement methods.
• Demonstrates emotional maturity and grace under pressure in all communications. Builds positive productive relationships with many stakeholders and partners around the world.
• Overcomes time zone and geographic distance to drive cross functional initiatives and ensure compliance with business policies. Deals with the complexity of multiple lines of business. Demonstrates flexibility in work hours based on business need.
Skills & Qualifications
• The ideal candidate will h ave a strong commitment to leadership, employee development, an understanding of Lean and Six Sigma, and a keen interest in and familiarity with technical systems, in addition to an exceptional level of dedication, motivation, and intelligence.
• Demonstrated ability managing and developing large high performance teams of associates/managers is required. Demonstrated familiarity with general principles of workflow in an inbound call/ chat/ email center, and current technologies to help manage that workflow. Must possess exceptional analytical capabilities.
• The candidate should have a specialized skill set in running large scale production operations, preferably in a contact center environment. A deep knowledge in continuous improvement methods such as Kaizen, Lean, DMAIC, etc. is required.
• The ideal candidate will have at least 10 or more management experience in a fast paced, rapidly changing operations environment.
• Should be currently working as Senior manager in an MNC BPO in Customer Care process in an International process in an MNC BPO.
• Strong oral and written communication skills, as well as a strong technical and analytical aptitude are required. A bachelor's degree, or higher, in operations, or a related field, is required.
• The ideal degree would be in engineering, operations, supply chain or a related field. An advanced degree in a quantitative field is preferred (mathematics, stats, engineering, or science or an MBA).
Salary and Other Compensation :
(California and remote postings that could be included in California) Applications will be accepted until 02/29/2024.
The annual salary for this position is between $72,200 - $139,800 depending on experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant's discretionary annual incentive program , based on performance and subject to the terms of Cognizant's applicable plans .
Benefits : Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
- Medical/Dental/Vision/Life Insurance
- Paid holidays plus P aid Time Off
- 401(k) plan and contributions
- Long-term/Short-term Disability
- Paid Parental Leave
- Employee Stock Purchase Plan
Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Qualifications
Skills & Qualifications
• The ideal candidate will h ave a strong commitment to leadership, employee development, an understanding of Lean and Six Sigma, and a keen interest in and familiarity with technical systems, in addition to an exceptional level of dedication, motivation, and intelligence.
• Demonstrated ability managing and developing large high performance teams of associates/managers is required. Demonstrated familiarity with general principles of workflow in an inbound call/ chat/ email center, and current technologies to help manage that workflow. Must possess exceptional analytical capabilities.
• The candidate should have a specialized skill set in running large scale production operations, preferably in a contact center environment. A deep knowledge in continuous improvement methods such as Kaizen, Lean, DMAIC, etc. is required.
• The ideal candidate will have at least 10 or more management experience in a fast paced, rapidly changing operations environment.
• Should be currently working as Senior manager in an MNC BPO in Customer Care process in an International process in an MNC BPO.
• Strong oral and written communication skills, as well as a strong technical and analytical aptitude are required. A bachelor's degree, or higher, in operations, or a related field, is required.
• The ideal degree would be in engineering, operations, supply chain or a related field. An advanced degree in a quantitative field is preferred (mathematics, stats, engineering, or science or an MBA).
Salary and Other Compensation :
(California and remote postings that could be included in California) Applications will be accepted until 02/29/2024.
The annual salary for this position is between $72,200 - $139,800 depending on experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant's discretionary annual incentive program , based on performance and subject to the terms of Cognizant's applicable plans .
Benefits : Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
- Medical/Dental/Vision/Life Insurance
- Paid holidays plus P aid Time Off
- 401(k) plan and contributions
- Long-term/Short-term Disability
- Paid Parental Leave
- Employee Stock Purchase Plan
Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
