Process Specialist - Voice

Process Specialist - Voice

Cognizant Technology Solutions India Pvt Ltd
Pune
Not Specified
Not Specified

Job Description


Job Description :
Team Leader - Tech Support/Team Manager - Tech Support
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 also be required to interact with customers (internal / external) to meet process deliverables.
  • They serve all client business divisions with the client side interactive components using JavaScript / JQuery, Ad development through various mobile Ad producer tools, creating expanded ads with page redirects with customize animation and image galleries etc.

Customer Relationship Management:
  • Articulate/ communicate in a manner that is understood by clients / endusers.
  • Connect with the customer & provide highest level of customer satisfaction.

Process Improvements and Adherence:
  • Ensure process guidelines are followed and met as documented.
  • Adhere to shift handover process.
  • Quality Monitoring.
  • Be responsible for the process improvement ideas on productivity, accuracy & turnaround time.

Project Control, Management and Review / Program delivery:
  • Raise process related issues on time with process lead and team lead.
  • Resolve process related queries and expedite on data requests.
  • Record data relating to production statistics, enduser related notes, etc as appropriate.
  • Contribute towards creation of knowledge updates & stay updated with process knowledge / changes.
  • Perform root cause analysis on the errors made by the team members.

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
  • MS Excel

Good To Have Skills
  • Field Serv Mgmt-Tech
  • After Sales&Serv(Tech)

Job Details

Industry:

Function:

IT

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 195 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

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