Description

Location: Malaysia

Language requirement: Mandarin + English

Employment Type: Full Time | 24/7 Rotational Shifts | Work from Office

Band / Designation: Team Manager

Role Overview

The Team Manager is accountable for end-to-end performance of a multi-channel contact center team (voice, chat, email) operating 24/7. The role drives operational governance, people leadership, KPI delivery, and customer experience while ensuring compliance with Cognizant policies and client requirements.

Key Responsibilities

• 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

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)

Required Experience & Skills

• 6-10 years in Contact Center/BPO operations; 3+ years in people leadership (TL/AM/Manager).

• B2 English for voice processes; excellent verbal and written communication.

• Strong command of telephony, CRM and WFM tools.

• Data-driven leader with proven coaching, stakeholder management, and conflict resolution.

• Strong proficiency using Google and Microsoft products.

Shift Requirements

• 24/7 rotational shifts; nights/weekends/holidays as per business needs. Work From Office

Cognizant Competencies

• Client Centricity

• Operational Excellence

• Data-driven Decision Making

• People Leadership & Talent Development

• Compliance & Risk Management

About Cognizant:

Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at www.cognizant.com or @cognizant.