Job Summary
The role of SPE CX Backoffice Helpdesk focuses on delivering reliable customer experience support for hi tech clients through office based operations with rotational shifts. The candidate will handle complex backoffice inquiries in English coordinate issue resolution across internal teams and maintain accurate documentation to support quality service delivery process efficiency and long term client satisfaction.
Responsibilities
| ● Responsible for enhancing the qualitative performance of designated resources. |
| ● Identifies improvement areas and devises individual plans to enhance understanding of processes, communication, and all aspects outlined in the quality monitoring criteria. |
| ● Pinpoints areas for service delivery improvement by effectively managing communication and work tools, thereby enhancing resource efficiency. |
| ● Regularly schedules and conducts structured coaching sessions with agents, monitoring their progress systematically. |
| ● Ensures identification and remediation of knowledge gaps among individuals, mitigating risks associated with inadequate expertise. |
| ● Manages reports, addressing non-compliance areas and arranging customized training sessions to rectify knowledge and skill deficiencies among assigned resources. |
| ● Evaluates interactions between assigned resources and Customers, assessing agents' performance regarding service quality across all channels using provided evaluation forms. |
| ● Facilitates knowledge dissemination within the team and provides supplementary support to Subject Matter Experts (SMEs) and Supervisors. |
| ● Provides comprehensive performance insights, identifies common drivers, and collaborates with the training team to determine training needs. |
| ● Offers guidance to Operations management and Supervisors in formulating action plans to recover performance when quality objectives are not met. |
| ● Participate in calibrations and meetings with the customer's internal quality team. |
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
Cognizant 是一家提供平等就业机会的雇主。在招聘过程中，您的申请和候选资格不会因种族、肤色、性别、宗教、信仰、性取向、性别认同、国籍、残疾、遗传信息、怀孕、退伍军人身份或任何其他受联邦、州或地方法律保护的特征而受到影响。
