Process Specialist - Voice

Team Lead - Adv

Qualification:

Graduate (exclusion:

BE/BTech/MCA) or High School graduate or above as may be applicable in the Geo

Responsibility:

Stakeholder/Business Management:

• '• They would be required to interact with customers (internal / external) to meet process deliverables.

• • Creating medium/complex design concepts for presentations/print/web/Rich media for the client/customer.

Customer Relationship Management:

• • Provide information, educate customer, troubleshoot, probe and fix issues.

• • Follow up on Waiting/Open issues, feedback and coaching.

• • Conduct Quality audits and review of teams' performance.

People/Team:

• • Conduct Huddles and Team meetings.

• • Contribute to and participate proactively in knowledge sharing sessions.

• • Participate and contribute to organizational activities.

• • Act as a buddy for New Hires.

• • First level reporting.

• • Conduct peer reviews.

• • Conduct refresher training.

• • Collate team performance data for reporting purposes as and when requested by Process and Team Lead.

• In the absence of the PL and TL, perform the following tasks when assigned:

• i Handle escalation calls.

• ii Manage service levels on a daytoday basis.

• • Provide coaching and feedback for improvement.

Must Have Skills

• Speaking English

• Customer Service

Employee Status : Full Time Employee

Shift : Day Job

Travel : No

Job Posting : Oct 27 2023

About Cognizant

Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @Cognizant.2 - 4 years of experience