Team Manager - SR

As a Team Manager, you will be responsible for driving operational governance, people leadership, KPI achievement, and customer experience, ensuring compliance with Cognizant policies and client requirements. You will be a valuable member of the IOA Brazil Multichannel Customer Experience (CX) Helpdesk team and will work collaboratively with Partner with WFM, Quality, Training, Tech/Telephony, and HR for holistic delivery.



**In this role, you will:**



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; ens...