Caseload Management
Assign daily caseloads to support advocates to ensure balanced workload distribution and efficient customer service delivery.
• Reporting and Performance Tracking
Prepare and deliver Monthly Business Reviews (MBRs) and other relevant reporting documents to Leadership. Support ad hoc reporting needs as required.
• Tech Router Request Reassignment
Manage and perform daily reassignment of requests from the Tech Router queue to appropriate team members or queues.
• Escalation Handling
Act as the communication liaison for escalated issues via the Ecomsup alias, ensuring timely resolution and clear stakeholder updates.
• Meeting Facilitation
Lead the weekly HDC and Payout synchronization meetings to align on team goals, resolve blockers, and track ongoing initiatives.
• Resource Forecasting
Compile and analyse data to forecast support resource needs. Present findings to delivery and planning stakeholders to inform operational planning.
• Customer Relationship Management
Maintain a strong focus on customer satisfaction through direct relationship management, ensuring issues are resolved and feedback is addressed promptly.
• Troubleshooting and Problem Solving
Conduct root-cause analysis and drive resolution of customer and operational issues, collaborating with relevant internal teams.
• Cross-Functional Collaboration
Partner with internal Partner Center teams to provide feedback, implement or refine processes, and contribute to reporting improvements and initiatives.

Qualifications:

• Proven experience in a team leadership or coordination role within a customer service or technical support environment.
• Strong communication and interpersonal skills.
• Data-driven mindset with proficiency in compiling, interpreting, and presenting operational metrics.
• Experience managing escalations and leading cross-functional meetings
• Strong problem-solving abilities and the ability to multitask effectively in a dynamic environment.
• Comfortable working with reporting tools and CRM systems.
• Ability to foster collaborative working relationships across departments.

Hourly Rate and Other Compensation:

The annual salary for this position is between $71,760 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer: The hourly rate, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

LA County (only): Qualified applicants with arrest and/or conviction records will be considered for employment.

Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.

The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

• Cognizant is a global community with more than 300,000 associates around the world.
• We don’t just dream of a better way – we make it happen.
• We take care of our people, clients, company, communities and climate by doing what’s right.
• We foster an innovative environment where you can build the career path that’s right for you.

About us:
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2025) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.

Disclaimer:
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.