Cognizant is a global organization serving clients across multiple industries with a deep set of offerings provided by our practice areas and supported by corporate and enabling functions. Employing roughly 270,000 talented associates worldwide, Cognizant is dedicated to anticipating and solving clients toughest problems and enabling them to thrive in the digital era. Join us and Be Cognizant!
Qualifications:
- Completed at least 2 years in college, with no back subjects
- Minimum of 4-5 years of overall experience, with 1 1.5 years in a supervisory role and managed a team of more than 10 contact centre staff
- Willingness to work in night shift
- Must be willing to work onsite
- Excellent verbal and written English communication skills
- Should have knowledge in Life and Annuities domain
- LOMA 281 certification will be preferred
Responsibilities
- Ensure team members follows all guidelines for call handling and processing of service requests
- Monitor and coach team members to maximize service effectiveness and efficiency based on call audits, service level and KPI requirements
- Review and analyze statistics at a team and individual level (AHT, Call Quality etc.)
- Assist in call handling as needed
- Focus on employee engagement and retention
- Assist with reporting and data as necessary
- Monitor calls and participate in calibration calls
- Attend client calls as per schedule
- Create and execute action plans as and when required
- Drive team engagement activities on a weekly and monthly basis
Why Join Us
- Competitive Salary & Benefits Earn well while enjoying great perks
- Career Growth Clear paths for promotions and skill development
- Supportive Work Environment Join a team that values you
- Comprehensive Training No experience No problem! We've got you covered
- Exciting Opportunities Be part of a dynamic and growing industry
Ready to take the next step Apply today!
