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
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.
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