Operations Team Lead

Job Description

The Team Lead is responsible for overseeing day‑to‑day operations, ensuring the team meets performance targets, adheres to set guidelines, and receives timely support for any issues encountered. The role requires strong capabilities in People Management, Continuous Process Improvement, and SLA Management. The Team Lead is accountable for 100% SLA compliance across Quality, Utilization, and Production, while upholding both Client and Cognizant policies and Code of Ethics. The TL is expected to apply effective team strategies, collaborate with remote teams, leverage technology, and demonstrate sound management styles—both macro and micro—along with mediation and conflict‑resolution skills.

Qualifications:

Education

• Bachelors/Master’s Degree (any field).

Experience

• 4–6 years total experience, including at least 2 years of handling teams of 15+ FTEs
• 2+ years in a people management role, collaborating with cross-functional teams to deliver timely, high-quality services
• Experience handling customers in service or technical fields within a call center environment (B2C and/or B2B)

Core Responsibilities:

• Supervise and drive team performance to ensure all members meet or exceed targets
• Monitor, identify, and manage performance or behavioral issues using prescribed management techniques
• Coach and mentor team members to support development and top performance
• Communicate effectively with all levels of management; participate in internal and external calibration sessions
• Review quality issues and support improvements through training, workflow alignment, reporting, and coaching
• Ensure adherence to SLAs and operational KPIs
• Adapt quickly to workflow changes and shifting business requirements

Skills & Competencies

Management & Technical Skills:

• Strong people leadership and performance management skills
• Excellent written and verbal communication
• Strong customer service orientation
• Highly organized and detail oriented
• Ability to work with remote teams and leverage technology
• Understanding of project management and business process improvement
• Proficient in computer applications and tools
• Knowledge of departmental policies and operational procedures

Soft Skills:

• Strong multitasking and prioritization abilities
• High level of professionalism, confidence, and integrity
• Effective mediation and conflict resolution skills
• Ability to motivate and engage teams
• Flexible and adaptable to change

Other Requirements:

• Willingness to work rotating shifts
• Commitment to upholding company policies, ethical standards, and client requirements

• Why Join Us?
• Competitive Salary & Benefits – Earn well while enjoying great perks
• Career Growth – Clear paths for promotions and skill development
• Supportive Work Environment – Join a team that values you
• Comprehensive Training – No experience? No problem! We’ve got you covered
• Exciting Opportunities – Be part of a dynamic and growing industry

Ready to take the next step? Apply today!