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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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。
