Job Summary
As an IOA-Sr Process Executive you will play a pivotal role in enhancing customer service operations within a hybrid work model. With rotational shifts you will ensure seamless communication and efficient service delivery. Your expertise in customer service and call center operations will drive process improvements and contribute to the companys success.
Responsibilities
- Facilitate customer interactions by providing timely and accurate information to resolve inquiries effectively.
- Collaborate with team members to ensure consistent service delivery across rotational shifts.
- Implement process improvements to enhance customer satisfaction and streamline operations.
- Monitor customer feedback and identify areas for service enhancement.
- Utilize technical skills to troubleshoot and resolve customer issues promptly.
- Maintain detailed records of customer interactions to ensure data accuracy and compliance.
- Coordinate with other departments to address complex customer concerns.
- Analyze call center metrics to identify trends and optimize performance.
- Develop strategies to improve customer retention and loyalty.
- Provide training and support to junior team members to foster skill development.
- Ensure adherence to company policies and procedures in all customer interactions.
- Contribute to the development of best practices for customer service excellence.
- Engage in continuous learning to stay updated with industry trends and technologies.
Qualifications
- Demonstrate proficiency in customer service techniques and tools.
- Exhibit strong communication skills to interact effectively with customers and team members.
- Possess analytical skills to evaluate call center data and drive improvements.
- Show adaptability to work in rotational shifts and a hybrid work model.
- Display problem-solving abilities to address customer issues efficiently.
- Have experience in call center operations as a nice to have domain skill.
- Embrace a proactive approach to learning and professional development.
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.
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.