- Manage a team of Team Leaders / SME’s to deliver client and business program goals and metrics.
- Collaborate with training lead to identify opportunities and improvements for overall agent training.
- Collaborate with Quality Analysts (QA) to identify trends and re-educate team members as determined necessary.
- Stay current with change management and procedures with changes implemented.
- Address staffing when large changes roll out to ensure no interruption to client and customer.
- Act as Cognizant and Client/Customer point of contact in conjunction with Workflow Leads for issues relating to the account
- Receive and resolve client escalations.
- Notify senior management of client challenges/concerns and resolution.
- Review individual weekly score cards of associates with Team Lead and QA Team.
- Verify associates are meeting required metrics to support clients and customers.
- Align targets, implements guidelines, monitors KPI’s and assists with any challenges the team may come across.
- Communicate to team the company objectives to align with the client’s agenda
- Participate in preparation of contact center performance reports by collecting and analyzing contact agents' data from Team Lead
- Mentor to Team Leads on performance evaluation and employee engagement.
- Champion both staff development and performance management as appropriate
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
- Collaborate with WFM and RTA to ensure priority times are covered.
- Review budgeting and tracking expenses with Service Delivery Manager
- Maintain and improve call center operations by monitoring system performance; identifying and resolving challenges; and change control.
- Review and modify daily, weekly and monthly timesheet and end-of-month billing and provide final sign-off for workstream billing and invoicing.
- Running point on program governance structure to validate SLA and metric goals are met by the establishment of SMART goals at the team and agent levels
Desired Skills & Qualifications
- 5+ Years Contact Center / Operations experience
- Professional, diplomatic and empathetic approach when interacting with staff or client and customer
- Work experience in supporting contact center service experience in 24x7 operations
- Excellent spoken and written communication skills
- Attention to detail with demonstrated ability to think both tactically and strategically
- Troubleshooting skills, with the goal of understanding root cause and ability to drive action plans from observation
- Emotional intelligence and ability to build and work within team environments
- Self discipline, ability to gain consensus and work through occasional ambiguity
- Should have excellent problem solving skills and the ability to logically reason out (deduce situations logically to troubleshoot sequentially in order to provide global quality assistance)
- Must be ambitious, energetic and carry the mindset to deliver first time resolution
- Excellent customer service skills (thorough with call, chat and email correspondence)
- Basic technical troubleshooting knowledge (Technological awareness is a must)
- Must be spontaneous, creative and showcase the quality of taking personal ownership to solve for customer needs
- Must carry a professional, diplomatic and empathetic persona which is evident through the quality of work (handling voicemail, Email & Chat transactions with client and customer steps were taken to make sure details are clearly and concisely written)
- Should be flexible to working in shifts and familiar with a 24x7 work atmosphere.
Salary and Other Compensation:
The annual salary for this position is between $80,000 - $100,000 depending on experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.
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
Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
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.
Over Cognizant
Cognizant (NASDAQ: CTSH) is een bouwer van AI-oplossingen en een leverancier van technologiediensten. Wij slaan de brug tussen AI-investeringen en ondernemingswaarde door het bouwen van full-stack AI-oplossingen voor onze klanten. Onze diepgaande kennis van sectoren, processen en engineering stelt ons in staat om de unieke context van een organisatie te verankeren in technologische systemen. Deze systemen versterken het menselijk potentieel, realiseren tastbare resultaten en geven wereldwijde ondernemingen een voorsprong in een snel veranderende wereld. Ontdek hoe op cognizant.ai of @cognizant.
Aanvullende arbeidsinformatie
De informatie over de beloning is correct op de datum van deze vacature. Cognizant behoudt zich het recht voor om deze informatie op elk moment te wijzigen, met inachtneming van de toepasselijke wetgeving.
Van sollicitanten kan worden verwacht dat zij gesprekken bijwonen, persoonlijk of via een videogesprek. Daarnaast kan van kandidaten worden gevraagd om tijdens elk gesprek een geldig, door de overheid uitgegeven identiteitsbewijs (zoals een identiteitskaart of paspoort) te tonen.
Cognizant is een werkgever die gelijke kansen biedt. Je sollicitatie en kandidatuur worden niet beoordeeld op basis van ras, huidskleur, geslacht, religie, levensovertuiging, seksuele geaardheid, genderidentiteit, nationale afkomst, handicap, genetische informatie, zwangerschap, veteranenstatus of enige andere eigenschap die wordt beschermd door federale, regionale of lokale wetgeving.
