Job summary
Sr Consultant in customer service will design and optimize service processes for global clients in a hybrid work model focusing on day shift operations and zero travel commitments. The role involves analyzing service performance guiding adoption of best practices and driving continuous improvement that enhances customer satisfaction and supports sustainable business growth for the multinational organization.
Responsibilities
- Design customer service strategies and frameworks that enhance resolution quality and reduce handling times while aligning with day shift operational constraints and hybrid work practices
- Analyze customer interaction data and service metrics to identify patterns in issues and opportunities for improving satisfaction and retention across diverse client portfolios
- Develop standardized service workflows and escalation paths that simplify agent decision making and consistently meet contractual service levels for global customers
- Implement customer service policies and knowledge structures that ensure clear guidance for agents and promote accurate and empathetic responses across channels
- Collaborate with cross functional stakeholders to refine service processes so that technology tools human efforts and customer expectations remain well coordinated
- Create detailed documentation for procedures playbooks and best practices that supports efficient onboarding of new team members and continuous skill maturity for existing staff
- Provide guidance on omnichannel service practices that integrate voice email chat and self service options to deliver a coherent and reliable customer experience
- Monitor daily service performance in a hybrid environment and propose targeted interventions that address recurring bottlenecks without disrupting day shift stability
- Drive continuous improvement initiatives that streamline repetitive tasks reduce manual errors and free agents to focus on high value customer interactions
- Conduct structured root cause analysis for complex service breakdowns and recommend pragmatic changes that reduce recurrence and strengthen customer trust
- Coordinate with training teams to translate customer service insights into practical learning content that elevates agent capabilities and confidence in handling challenging scenarios
- Evaluate customer feedback and survey results and convert them into prioritized enhancement plans that align operational changes with real customer expectations
- Advise management on service transformation opportunities that support the multinational company purpose of responsible growth improved customer wellbeing and positive societal impact through fair and responsive service practices
Qualifications
- Demonstrate five to seven years of progressive experience in customer service consulting or advanced service operations with measurable contributions to service quality and efficiency
- Show strong practical knowledge of customer service process design incident handling and escalation management in structured environments with clear performance objectives
- Apply expertise in using service metrics dashboards and reporting tools to interpret performance trends and translate numerical insights into actionable improvement recommendations
- Exhibit proficiency in written and verbal communication that enables clear documentation of complex procedures and constructive interaction with diverse stakeholder groups
- Utilize problem solving skills and analytical thinking to diagnose root causes of customer dissatisfaction and design realistic and sustainable corrective actions
- Display familiarity with common customer service platforms and case management tools and demonstrate the ability to configure workflows in line with business requirements
- Maintain disciplined work practices suitable for a hybrid model and day shift schedule including reliable self management time prioritization and structured remote collaboration
Acerca de Cognizant
Cognizant (Nasdaq: CTSH) es un creador de soluciones de IA y proveedor de servicios tecnológicos que conecta la inversión en IA con el valor empresarial mediante el desarrollo de soluciones de IA full‑stack para sus clientes. Su profundo conocimiento de la industria, junto con su experiencia en procesos e ingeniería, permite incorporar el contexto único de cada organización en sistemas tecnológicos que amplifican el potencial humano, generan resultados tangibles y mantienen a las empresas a la vanguardia en un entorno en constante cambio. Más información en cognizant.ai o @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.
