Job Summary
The Team Lead – Contact Center will be responsible for managing end-to-end operational delivery for inbound and outbound voice processes, along with chat and email support. The role demands C1-level English proficiency for voice interactions, strong people management skills, and complete ownership of service delivery metrics in a 24/7 environment.
Responsibilities
• Lead and manage a team of customer service associates across voice, chat, and email channels.
• Ensure achievement of SLAs, KPIs, and client contractual requirements.
• Provide real-time floor support, escalations handling, and operational governance.
• Conduct regular performance reviews, coaching sessions, and capability upskilling.
• Drive adherence to Cognizant policies, Information Security, and compliance standards.
• Partner with Quality, WFM, Training, and Client stakeholders for continuous improvement.
• Creating reporting and presentations to connect with internal and external stakeholders.
Operational Metrics Knowledge
• Service Level (SL)
• Average Handle Time (AHT)
• First Contact Resolution (FCR)
• Customer Satisfaction (CSAT)
• Quality Scores
• Schedule Adherence & Shrinkage, Absenteeism
• Abandonment Rate
• Productivity and Utilization
Required Experience & Skills
• 5–8 years of experience in Contact Center / BPO operations
• Minimum 2 years’ experience as Team Lead / Assistant Manager
• Strong proficiency in Mexican Spanish (native or near‑native) and B2/B1 level English proficiency.; excellent verbal and written communication.
• Experience handling Inbound, Outbound, Chat, and Email processes
• Hands-on experience with CRM tools, telephony systems, and WFM tools
• Strong analytical, communication, stakeholder management, and leadership skills
• Strong proficiency using Google and Microsoft products.
Shift Requirements
• Willingness to work in 24/7 rotational shifts including nights, weekends, and public holidays. Work from Office
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.