Call Center Subject Matter Expert - Operations

Cognizant; Mesa (AZ); On-site; USD 33,000 - 47,000; Full time

Benefits offered by this job

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

Job summary

Cognizant Technology Solutions Corporation in Mesa, AZ is hiring a on-site Subject Matter Expert with call center experience to support rider, driver and dispatch interactions. The role focuses on front-line direction and ensuring quality service in every contact.

Responsibilities include mastering client policies, troubleshooting, coaching agents, escalating issues, and contributing to knowledge management and training initiatives, with a 24x7 shift readiness.

Qualifications

• High School diploma or equivalent required.
• Basic knowledge of Google Suite.
• Ability to use spreadsheets for operational reporting.
• Excellent time management and prioritization.
• Ability to work days, evenings, overnight and holidays.
• Excellent written and verbal skills.
• Automobile industry customer service experience.
• Comfortable in a rapidly changing environment.
• Strong problem-solving and attention to detail.
• Flexible to working shifts in a 24x7 setting.

Responsibilities

• Learn and maintain knowledge of client policies and processes.
• Serve as primary contact for troubleshooting and escalations.
• Observe and report negative performance or behavior of live agents.
• Promote development by demonstrating a positive attitude.
• Bring operational knowledge to client meetings.
• Collaborate with training on knowledge management.

Skills

Google Suite basics

Spreadsheet reporting

Time management

Shift flexibility

Written & verbal skills

Auto industry customer service

Problem-solving

Communication skills

Education

High School diploma or equivalent

Job description

Cognizant is a large IT Consulting firm that leverages modern technologies to transform a variety of business operations. We are seeking to add a Subject Matter Expert with Call Center experience for our operations team. Subject Matter Experts have an important role within the program, which has a critical effect in operations. They provide front-line direction and support to our rider support agents while ensuring quality service is provided during every rider, driver or dispatch interaction.

Please note that this role is Fully Onsite in Mesa, AZ. Only local candidates will be considered.

Role Responsibilities

• Learn and Maintain an extensive amount of knowledge regarding the client’s policies, processes, and philosophy.
• Act and serve as the primary point of contact for troubleshooting steps, and/or escalations.
• Observe, and Report negative performance and/or behavior concerns of live support agents to leadership for resolution.
• Promote the professional and personal development of individual team members by demonstrating a positive work ethic/attitude and commitment to achieving the best possible outcomes.
• Bring in-depth operational knowledge and a thoughtful understanding when participating in client meetings.
• Collaborate with training on developing and maintaining knowledge management.

Desired Skills & Qualifications

• At least a High School diploma or equivalent is required
• Basic knowledge of Google Suite (sheets, slides, docs, drive)
• Ability to use spreadsheet applications to maintain/develop operational reporting
• Exceptional time management, organizational, and prioritization skills to complete work in a timely manner
• Ability to work a variety of shifts including days, evenings, overnight and holidays
• Excellent written and verbal skills.
• Experience in automobile industry in a customer service environment
• Strict adherence to company philosophy and mission statement
• Comfortable with a rapidly-changing environment adapting to changes as they come
• Strong problem-solving skills and excellent attention to detail
• Proficient in all forms of communication
• Should be flexible to working in shifts and familiar with a 24x7 work atmosphere.

Salary and Other Compensation:

The hourly rate for this position is $28.84 per hour.

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 hourly rate, 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.