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.
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).
Willingness to work in 24/7 rotational shifts including nights, weekends, and public holidays. Work from Office
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.
The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.
- Cognizant is a global community with more than 300,000 associates around the world.
- We don’t just dream of a better way – we make it happen.
- We take care of our people, clients, company, communities and climate by doing what’s right.
- We foster an innovative environment where you can build the career path that’s right for you.
About us:
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 World’s 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
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
Disclaimer:
Compensation 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.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.