Cognizant is looking for a Team Manager to lead one of our largest content moderation operations in Lisbon. You will step into a leadership role where your expertise shapes the performance, wellbeing, and growth of a large multicultural team, driving excellence and enabling a safe digital experience for millions of users. You’ll join a vibrant community where collaboration, continuous improvement, and people-focused leadership are at the heart of everything we do.
What You'll Do
- Take full ownership of operational performance, ensuring delivery on CSAT, SLAs, capacity utilization, and quality metrics.
- Conduct sample-based auditing and provide actionable feedback to drive team improvement.
- Lead, coach, and mentor Team Leaders to promote top-tier performance and leadership maturity.
- Identify and resolve performance, behavior, or operational issues to maintain consistency and high quality.
- Present weekly, monthly, and quarterly business reviews to the client, offering clear insights and strategic recommendations.
- Analyze operational data to identify trends, risks, and opportunities for improvement.
- Drive initiatives focused on process optimization, training, reporting, and workflow enhancements.
- Build and promote wellness and engagement programs that foster a healthy, positive team environment.
What We're Looking For
- Proficient in English.
- Minimum 3 years of experience as a Team Manager or Project Manager in a contact center or operations environment.
- Proven experience managing large multicultural teams (30–60+ agents) for international clients.
- Exceptional organizational and analytical skills with a structured approach to problem‑solving.
- Strong communication skills (verbal and written) with the ability to influence and lead across all levels.
- Demonstrated ability to mentor and develop Team Leaders, QAs, Trainers, and agents.
- Ability to work independently with strong ownership and professionalism.
- Comfortable adapting to frequent workflow or policy changes.
- Strong prioritization and task‑management skills.
- Solid understanding of operational processes, KPIs, and quality frameworks.
- Experience in training, workflow management, reporting, SLA delivery, coaching, and performance appraisal.
- High proficiency in Google Workspace (Gmail, Drive, Calendar) and MS Office.
Nice to Have
- Experience in Trust & Safety (T&S) operations is a strong plus.
Technical Stack
- Google Workspace (Gmail, Drive, Calendar)
- MS Office
Team & Environment
You will manage a large multicultural team (30–60+ agents), including Team Leaders, QAs, Trainers, and agents. The role is based in a dynamic, inclusive, and inspiring workplace environment in Lisbon.
Benefits & Compensation
- A clear path for professional development and growth within a global organization.
- A dynamic, inclusive, and inspiring workplace environment.
- Ongoing training and development opportunities.
- Annual bonus program.
- Competitive salary and role‑aligned benefits.
Work Mode
This is an onsite position located at Av. 24 de Julho 98, 1200-870 Lisboa, Portugal.
Cognizant is an equal opportunity employer.
