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.
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
- Medical/Dental/Vision/Life Insurance
- Paid holidays plus Paid Time Off
- 401(k) plan and contributions
- Long-term/Short-term Disability
- Paid Parental Leave
- Employee Stock Purchase Plan
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
Über Cognizant
Cognizant (NASDAQ: CTSH) i ist ein Technologiedienstleister und Entwickler von KI-Lösungen. Wir schlagen die Brücke zwischen KI-Investitionen und echtem unternehmerischem Mehrwert, indem wir ganzheitliche Full-Stack-KI-Lösungen für unsere Kunden entwickeln. Mit unserer fundierten Branchen-, Prozess- und Engineering-Expertise integrieren wir die spezifischen Anforderungen von Unternehmen passgenau in Technologiesysteme. So entfalten wir das menschliche Potenzial, erzielen greifbare Ergebnisse und sichern globalen Unternehmen in einer sich rasant wandelnden Welt den entscheidenden Vorsprung. Erfahren Sie mehr unter cognizant.ai oder @cognizant.
Zusätzliche Informationen zur Beschäftigung
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