Operations Team Leader (Crisis Response)
**About the role**
As a **Crisis Team Lead** , you will make an impact by leading a team responsible for managing critical customer situations and ensuring service excellence in a fast-paced operational environment.
You will oversee team performance, drive operational outcomes, and foster a culture of accountability, continuous improvement, and exceptional customer care.
You will be a valued member of the operations leadership team, collaborating with stakeholders, clients, and cross‐functional teams to deliver high‐quality support while developing and empowering team members to achieve their full potential.
**In this role, you will:**
+ Lead, coach, and develop a team of support professionals to achieve operational goals and deliver exceptional customer experiences.
+ Own team performance management, including monitoring operational metrics, schedule adherence, productivity, and quality standards.
+ Conduct regular coaching sessions, performance reviews, and development planning to support employee growth and success.
+ Identify performance trends, analyze root causes, and implement corrective actions to improve team outcomes.
+ Develop and execute action plans to maintain and improve operational performance and customer satisfaction.
+ Prepare reports, root cause analyses (RCAs),



and operational insights to support decision‐making and continuous improvement initiatives.
+ Present performance results, recommendations, and progress updates to internal and client stakeholders.
+ Respond to client requests and operational escalations in a timely and professional manner.
+ Foster a positive and engaging team environment that promotes collaboration, accountability, and high performance.
+ Ensure compliance with Cognizant policies, processes, and operational procedures.
**Work model**
**Hybrid**
We believe hybrid work is the way forward as we strive to provide flexibility wherever possible.
Based on this role's business requirements, this is a hybrid position requiring attendance at a Cognizant or client office as needed.
Regardless of your working arrangement, we are here to support a healthy work‐life balance through our various wellbeing programs.
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.
**Schedules:**
4 AM to 1 PM: Tuesday to Saturday
8 PM to 5 AM: Tuesday to Saturday
12 PM to 9 PM : Sunday to Thrusday
**What you need to have to be considered**
+ 2+ years of experience leading customer support, customer service, contact center,
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