Operations Manager

San Jose, CA, USA
Competitive salary
25 Nov 2020
10 Dec 2020
Job role
Experience level
Business Manager - Digital Marketing

Description: OperationsManager


· Determines operationalstrategies by conducting needs assessments, performance reviews, capacityplanning, and cost/benefit analyses; identifying and evaluatingstate-of-the-art technologies; defining user requirements; establishingtechnical specifications, and production, productivity, quality, andcustomer-service standards; contributing information and analysis toorganizational strategic plans and reviews.

· Maintains good relationshipswith clients, working closely with them towards business objectives and handleall requests and escalations at the right time

· Maintains professional andtechnical knowledge in the contact center operations and helps in setting upand improving knowledge management

· Accomplishes organization andcustomers goals by accepting ownership for accomplishing new and differentrequests; exploring opportunities to add value to job accomplishments.

· Identifies, analyzes,organizes, and leads operational development opportunities that are scalablewithin the contact center organization

· Make recommendations to thecurrent workflow and processes through automations, process improvements andinnovations

· Design and Implement rewardsand recognition and performance improvement policy for the subordinates

· Implement risk and changemanagement processes including business continuity

· Maintains and improves callcenter operations by monitoring system performance; identifying and resolvingproblems; preparing and completing action plans; completing system audits andanalyses; managing system and process improvement and quality assuranceprograms; installing upgrades.

· Prepares and reports outperformance reports by collecting, analyzing, and summarizing data and trends.

· Accomplishes human resourceobjectives by recruiting, selecting, orienting, training, assigning, coaching,counseling, and disciplining employees; administering scheduling systems;communicating job expectations; planning, monitoring, appraising, and reviewingjob contributions; planning and reviewing compensation actions; enforcingpolicies and procedures.


  • Domain expertise - Contact center,Services, Tech Troubleshooting etc Industry Experience - Technology and ITcompanies, banking and Finance (services) focusing on premium customer orretail also a close second
  • Prior experience in Google Adsdomain
  • Experience of working with adistributed team (especially India/ MNL/ EMEA)
  • Experience of transitions
  • Experience of 'incubating newprocesses' /new products
  • Some basics of Quality (such asSix Sigma - Green/ Black Belt trained)
  • Project management exp
  • People management - should havemanaged a team of 30- 40 people strong (across multiple workflows).most of thecall centre profiles deal with stable scaled workflows
  • Experience in implementing metricsand measurements
  • Experience in workforce planning,estimation and Budgeting
  • Other skills: Customer Focus,Customer Service, Verbal Communication, Informing Others, Process Improvement,Problem Solving, People Skills, Teamwork, People Management, ManagingProcesses, Emphasizing Excellence

    Cognizant will only consider applicantsfor this position whom are legally authorized to work in the United Stateswithout requiring company sponsorship now or at any time in the future.