Location: Bangkok, Thailand
Language requirement: Thai + English CT
Band / Designation: Subject Matter Expert
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 | Operational Discipline | Knowledge Management & Process Excellence | Collaboration & 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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Acerca de nosotros
Cognizant (NASDAQ: CTSH) es arquitecto de soluciones de IA y proveedor de servicios tecnológicos que traduce la inversión en inteligencia artificial en valor empresarial real mediante soluciones de IA de stack completo adaptadas a cada cliente. Su profundo conocimiento de la industria, los procesos y la ingeniería le permite integrar el contexto único de cada organización en sistemas tecnológicos que amplifican el potencial humano, generan un impacto real en el negocio y mantienen a las grandes empresas globales un paso adelante en un mundo en constante cambio. Para más información, visita www.cognizant.es o síguenos en @cognizant.
Información adicional sobre el empleo
La información sobre la compensación es exacta en la fecha de publicación de este anuncio. Cognizant se reserva el derecho de modificar esta información en cualquier momento, de conformidad con la legislación aplicable.
Es posible que se solicite a los solicitantes que asistan a entrevistas de forma presencial o mediante videoconferencia. Asimismo, durante cada entrevista, los candidatos podrán estar obligados a presentar un documento de identidad válido emitido por el estado o por el gobierno.
Cognizant es un empleador que ofrece igualdad de oportunidades. Su solicitud y candidatura no se evaluarán en función de la raza, el color, el sexo, la religión, el credo, la orientación sexual, la identidad de género, el origen nacional, la discapacidad, la información genética, el embarazo, la condición de veterano ni cualquier otra característica protegida por las leyes federales, estatales o locales.
