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.
Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.
Cog2026
À propos de Cognizant
Cognizant (NASDAQ : CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif : améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus : cognizant.ai ou @cognizant.
Renseignments suppplémentaires sur l'emploi
Les informations relatives à la rémunération du poste à pourvoir dépendent de la date de publication de l’offre de poste. Cognizant se réserve le droit de modifier ces informations à tout moment, sous réserve des lois applicables.
Cognizant est un employeur soucieux de l'égalité des chances entre candidats. Votre candidature sera étudiée indépendamment de votre race, couleur, sexe, religion, croyances, orientation sexuelle, identité de genre, origine, handicap, informations génétiques, grossesse, statut d'ancien militaire ou de toute autre critère jugé discriminant par les lois européennes ou françaises.
Vous êtes porteur d'un handicap, vous pouvez-nous contacter par courriel [email protected] si vous souhaitez préciser les aménagements nécessaires pour le poste ou les entretiens à venir.
Les candidats peuvent être invités à participer à des entretiens en face à face ou par vidéoconférence. En outre, les candidats peuvent être amenés à présenter une carte d'identité valide lors de chaque entretien.
