Team Manager - Contact Center (Voice, Chat & Email)

About the Role

Location: Bangkok, Thailand. Band / Designation: Team Manager. Language requirement: Thai + English.

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.

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.

Skills / Required Skills

• 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).
• Strong command of telephony, CRM and WFM tools.
• Data-driven leader with proven coaching, stakeholder management, and conflict resolution.

Qualifications

• 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 proficiency using Google and Microsoft products.

Additional Information

• Willingness to work 24/7 rotational shifts, including night shifts, weekends, and 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 the Company

Cognizant is a technology and consulting company that helps clients modernize technology, reimagine processes and transform experiences.