Job Summary
This entry level process executive role focuses on delivering accurate call center operations support by using MS Excel to manage data track performance metrics and prepare daily reports while working from office in day shifts. The position supports efficient customer service processes and contributes to better decision making through clean data handling and clear documentation.
Responsibilities
- Answer inbound PAP calls from patients and HCPs: application status refill scheduling returning missing information
Verify caller identity and capture all required informationand attempt to obtain anything missing during the call
Make outbound calls for missing information and patient call-backs
Enter and update patient records in Salesforce PRM using AbbVie templates or SOPs
Process incoming applications and documents (fax supplemental items) into the CRM
Send follow-up letters or faxes for missing or inaccurate data
Clean up records and prevent duplicate entries
Document problems and irregularities for continuity of work
Escalate exceptions per instructions and raise questions to SMEs via Teams
- Handle day to day call center data entry activities by accurately capturing interaction details into predefined spreadsheets to support seamless operations and reliable performance tracking.
- Manage daily preparation of MS Excel reports that summarize call volumes response times and resolution outcomes to provide clear visibility to stakeholders on operational trends.
- Monitor call records for data completeness and consistency by reviewing logs and validating entries so that downstream analytics and reporting remain dependable.
- Organize and maintain structured data workbooks for call center operations by updating templates lists and tables to ensure quick access and easy reference for the team.
- Support quality checks on customer interaction data by applying basic Excel functions such as sorting filtering and conditional checks to highlight gaps and potential issues.
- Coordinate with call center team members to gather missing information and clarify data discrepancies so that operational dashboards and summaries stay accurate and current.
- Prepare daily and weekly summary sheets that capture key metrics such as average handling time wait time and follow up counts enabling continuous service improvement.
- Use MS Excel to create simple charts and tables that visually present operational performance making it easier for management to review trends and take timely actions.
- Maintain clear documentation of process steps data handling rules and report generation routines so that tasks can be executed consistently and shared across team members.
- Follow standard operating procedures for call center processes and data management to support compliance with internal guidelines and to maintain high operational reliability.
- Assist in identifying recurring issues in call center workflows by analyzing simple patterns in the data and sharing observations that can help improve customer service outcomes.
- Respond to ad hoc requests for information or custom Excel outputs from supervisors by quickly assembling data in structured formats that support decision making and planning.
- Support continuous improvement of reporting templates and data capture formats by suggesting practical changes based on daily usage experience to make processes more efficient.
Qualifications
- Demonstrate practical experience in using MS Excel including basic formulas formatting sorting filtering and data validation to handle daily operations reporting tasks.
- Apply familiarity with call center operations such as understanding call flows ticket logging and resolution tracking to ensure that data reflects actual customer service activities.
- Show ability to learn standardized procedures quickly and follow them consistently which supports dependable reporting and stable call center performance.
- Display strong attention to detail while entering and reviewing operational data which helps reduce errors and improves the quality of insights derived from reports.
- Communicate clearly with team members and supervisors in a professional manner to clarify requirements share findings and support collaborative problem solving.
- Adapt to work from office environment with day shift schedules while maintaining steady productivity and responsiveness to operational priorities.
Certifications Required
Preferred certification in MS Excel or data analysis such as MOS Excel Associate or equivalent
Things to know before you apply
- Work authorization: Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.
- Accommodations: 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.
- AI in hiring: We use artificial intelligence (AI) tools to help us screen and assess applications more efficiently. Our team performs additional human review and ultimately decides who moves forward in our hiring process.
- Open position: Unless otherwise stated, this job posting is for an open position on our team.
- Language proficiency: We ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
- Inclusion: 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, provincial or local laws.
About Cognizant
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap 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, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
