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.
Responsibilities
- Lead a team of customer service Personnel.
- Contributing to and managing individual and team performance against agreed service levels. Team motivation, coaching, and development.
- Possess deep subject matter expertise (product knowledge)
- Quality monitoring.
- Handling or raising escalations as appropriate
- Reviewing work practices and processes and implement improvements in order to improve productivity, service levels and customer satisfaction
- Implement changes to services, policies, procedures, resources and facilities in order to positively and flexibly meet business requirements
- BA/BS degree in Business or Business management, or 5+ years equivalent experience
- 2-3 years of total relevant work experience in International Customer Service of which at least 1 year of experience leading teams
- Good business sense with problem solving and analytical skills
- High on customer centricity
- High standards of written and verbal communication skills in English language
- Strong interpersonal skills
- Goal-oriented, proactive and self-managed
- Active user of Internet and is computer savvy
- Must be able to work on a flexible schedule (including weekend and night shift work)
- Project Management experience will be an added advantage
