Provide front line support and direction to our Rider Support Agents while ensuring quality service is provided during every rider, driver or dispatch interaction. This role involves learning and maintaining the knowledge of our partners’ brand, philosophy, products, and processes. This position will promote professional and personal development of agents through consistent performance evaluations, and training.
Job Duties and Responsibilities
● Manage and supervise a team of Rider Support Agents
● Ensure proficient training, professional development, and employee engagement is sustained in order to prepare, grow, and retain employees
● Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements (SLA)
● Analyze various reports and statistical data to measure productivity and identify root causes for underperforming areas
● Implement action plans and supervise action plans to completion.
● Monitor team for those who may or may not continue with the organization.
● Track and proactively address agent concerns.
● Use critical thinking to develop solutions to improve business performance and partner success.
● Motivate team members through relationship building and real-time coaching
● Coordinate changes in staffing schedules by collaborating with Workforce Management Team
● Collaborate with other departments within the organization (HR, IT, etc.) to properly resolve issues and escalations.
● Bring in-depth operational knowledge and a thoughtful understanding when participating in client meetings.
● Demonstrate a positive work ethic and commitment to achieve best possible outcomes.
● Act as a mentor by exemplifying Cognizant’s Core Values.
Qualifications
● Exp dealing with escalated issues in a contact center capacity
● Basic knowledge of Google Suite (sheets, slides, docs, drive)
● Ability to use spreadsheet applications to maintain/develop operational reporting
● Exceptional time management, organizational, and prioritization skills to complete work in a timely manner
● Ability to work a variety of shifts including days, evenings, overnight and holidays
● 1-2 years of overall experience in a client service environment
● Proven experience in team leading / people management (1+year)
● High school graduate
● Strong problem-solving skills and excellent attention to detail
● Effective interpersonal skills - verbal and written
● Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.
Cog2026
コグニザントについて
コグニザント（NASDAQ: CTSH）は、AI Builderおよびテクノロジーサービスプロバイダーとして、お客様にフルスタックのAIソリューションを構築することで、AI投資と企業価値を結ぶ架け橋となっています。業界、ビジネスプロセス、エンジニアリングに関する当社の深い専門知識を活かし、組織固有のビジネス環境をテクノロジー・システムに組み込みます。これにより、人間の可能性を最大限に引き出し、確かな成果を実現するとともに、急速に変化する世界においてグローバル企業が常に一歩先を行くための支援を行っています。 詳細については、cognizant.ai をご覧ください。
雇用に関する追加情報
本募集に記載されている報酬情報は、掲載日時点で正確なものです。Cognizantは、適用される法令に従い、いつでも本情報を変更する権利を留保します。
応募者は、対面またはビデオ会議による面接への参加を求められる場合があります。また、各面接の際に、現在有効な州政府または政府発行の身分証明書の提示を求められる場合があります。
Cognizantは機会均等雇用主です。応募および選考において、人種、肌の色、性別、宗教、信条、性的指向、性自認、国籍、障がい、遺伝情報、妊娠、退役軍人の地位、その他連邦法・州法・地方自治体の法律により保護されるいかなる特性に基づく差別も行いません。
