Location: Malaysia
Language requirement: Mandarin+ English
Employment Type: Full Time | 24/7 Rotational Shifts | Work from Office
Designation: Subject Matter Expert
Role Overview
The Subject Matter Expert (SME) will act as the first level of operational support between agents and Team Leads, ensuring high-quality customer interactions across inbound and outbound voice, chat, and email channels. The role requires strong domain knowledge, B2-level English proficiency for voice support, and deep understanding of contact center metrics in a 24/7 delivery environment.
Key Responsibilities
- Serve as the point of contact for process clarifications, agent queries, and complex customer cases.
- Provide real-time floor support for voice, chat, and email interactions.
- Handle call/chat/email escalations and ensure resolution within defined SLAs.
- Support Team Leads with monitoring performance, adherence, and queue management.
- Conduct side-by-side coaching, error corrections, and process refreshers.
- Ensure agents comply with Cognizant policies, InfoSec, and data privacy guidelines.
- Conduct RCA on the process gap, document and present to client as required
- Support onboarding, nesting support, and transitions for new joiners or process updates.
- Creating reporting and presentations to connect with internal and external stakeholders.
Operational Metrics Knowledge
- Service Level (SL)
- Average Handling Time (AHT)
- First Contact Resolution (FCR)
- Quality Scores
- Customer Satisfaction (CSAT) / NPS
- Schedule Adherence & Shrinkage
- Abandonment Rate
- Productivity / Utilization
Required Experience & Skills
- 3–6 years of experience in Contact Center / BPO operations
- Minimum 1–2 years’ experience as SME / Senior Associate / Floor Support
- C1 English proficiency (mandatory for voice processes)
- Experience supporting Inbound & Outbound Voice, Chat, and Email channels
- Working knowledge of CRM systems, ticketing tools, and telephony platforms
- Strong analytical skills, attention to detail, and problem-solving mindset
- Strong proficiency using Google and Microsoft products.
- Excellent verbal and written communication, coaching, and stakeholder interaction skills
Shift Requirements
· Willingness to work 24/7 rotational shifts, including night shifts, weekends, and holidays. Work From Office
Cognizant Competencies
· Client Centricity | Execution Excellence | Accountability & Ownership | Compliance & Risk Awareness
About Cognizant:
Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at www.cognizant.com or @cognizant.
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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。
