24/7 Contact Center Team Manager – ASEAN Ops Leader

Job description

Location: ASEAN (Thailand, Malaysia) 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 #J-18808-Ljbffr