Process Specialist - Voice

Job Summary

Company
Cognizant Technology Solutions India Pvt Ltd
Industry
IT/Computers - Software
Location
India
Years of Experience
Function
Customer Service/Call Centre/BPO
Posted On
11th Oct 2019
Skills
Process Specialist - Voice

Job Description:



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.

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About Us:

Cognizant is a global leader in business and technology services that helps Clients bring the future of work to life – today – in a business environment that is being transformed by accelerating globalization, virtualization, and the shift toward cloud technologies.

We continuously seek the “best and the brightest” when we recruit new employees, and we’re consistently an “employer of choice” at leading engineering and business schools around the world. Our domain industry specialists have well-established backgrounds working with companies in the industries we serve.

Our teams and their talent are a principle reason that we consistently outperform the competition.


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