47247

• Date published Apr 17 2026
• Location Lisbon / Portugal
• Job category Digital
• Work model Work from Office

Embrace the future!

You will be part of a multicultural team based in Lisbon, where you will be managing a team of 12 -20 researchers and managing SLAs, driving process and operation improvement ideas and providing recommendations to strategic plans.

You can see the details below and we would be happy to address any questions you might have.

Day-to-day responsibilities:

• Leading a high-performing team through an exciting transition to build problem solving, critical thinking, analytical and technical capabilities.
• Sample based auditing and giving feedback to the associates.
• Owning and sharing the process update to all in the project.
• Identifying top defects & creating RCA
• Participating and arranging Feedback & Calibration sessions
• Collate and validate various data points with respect to the SLA and KPI of the process.
• Understand the data to prepare meaningful weekly or monthly reports on the teams’ performance
• Provide mentorship, guidance, and career development to your team.
• Monitor queues for variations and make adjustments as necessary to meet SLAs.
• Implement escalation channels in accordance with mutually agreed upon procedures
• Influence team strategy through effective communication.

Qualifications

• Fluency in English
• Min 1-year Supervisory experience in contact center environment and experience managing projects to established SLAs.
• Experience in rating calls/transaction, able to publish basic reports, Charts and data check using MS-Excel
• Working knowledge on Google Studio or PLX dashboard is an added advantage
• Excellent communication (verbal and written), facilitation and interpersonal skills.
• Ability to manage multiple tasks simultaneously and thrive in a complex, fast-paced environment with multiple priorities.
• Analytical with strong problem-solving and troubleshooting skills and the ability to exercise mature judgment and structured decision-making.
• Quick learner and adaptable to learn new processes, concepts, and skills.
• Strong attention to detail with a desire to deliver accurately, efficiently and to a high standard.
• Highly motivated with the ability to thrive in a fast-paced, high energy, and demanding team-oriented environment.
• Passion for social media and advertising.
• Neutral mind-set to alternative video content that needs classification.

Offer

Pleasant and inspiring working atmosphere

Opportunity to be part of a rapidly expanding global organization with irreproachable reputation

Professional development and clear career path

Training & development opportunities

Relocation applicable only for international candidates joining us from abroad.

Employee Status: Full Time Employee

Shift: Monday-Friday day time

Travel: No

Location: GOVO – Lagoas Park – Oeiras

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 (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.

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.

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