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Trilingual Service Desk Analyst

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Job Summary

We are seeking a Senior Process Executive - HC with 0 to 2 years of experience to join our team. The ideal candidate will have technical expertise in Avaya CMS and a strong understanding of customer experience offerings customer experience and store operations. This hybrid role requires proficiency in Spanish and Portuguese with no travel required.


Responsibilities

  • Oversee daily operations and ensure efficient process execution.
  • Provide technical support and expertise in Avaya CMS.
  • Monitor and analyze customer experience metrics to drive improvements.
  • Collaborate with team members to enhance store operations.
  • Implement best practices to optimize customer experience offerings.
  • Ensure compliance with company policies and procedures.
  • Conduct regular audits to maintain high standards of service.
  • Develop and maintain documentation for process improvements.
  • Assist in training new team members on operational procedures.
  • Communicate effectively with stakeholders in Spanish and Portuguese.
  • Utilize data to identify trends and recommend solutions.
  • Support the team in achieving performance targets.
  • Contribute to the overall success of the company by enhancing customer satisfaction.

    • Qualifications

  • Possess technical expertise in Avaya CMS.
  • Demonstrate strong understanding of customer experience offerings.
  • Have experience in customer experience and store operations.
  • Be a native Spanish speaker with proficiency in reading writing and speaking.
  • Have novice proficiency in reading writing and speaking Portuguese.
  • Show ability to work effectively in a hybrid work model.
  • Exhibit excellent communication and interpersonal skills.
  • Display strong analytical and problem-solving abilities.
  • Be detail-oriented and able to manage multiple tasks.
  • Demonstrate ability to work independently and as part of a team.
  • Have a proactive approach to identifying and resolving issues.
  • Show commitment to continuous improvement and learning.
  • Possess a customer-centric mindset.

    • Certifications Required

    Avaya Certified Specialist Customer Experience Management Certification

    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 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

    Our commitment to diversity and inclusion:
    Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. 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 protected characteristic as outlined 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 [email protected] 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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