About the Job:
Provide front line support and direction to our Rider Support Agents while
ensuring quality service is provided during every rider, driver or dispatch interaction. This role
involves learning and maintaining the knowledge of our partners brand, philosophy, products,
and processes. This position will promote professional and personal development of agents
through consistent performance evaluations, and training.
Job Duties and Responsibilities
- Manage and supervise a team of Rider Support Agents
- Ensure proficient training, professional development, and employee engagement is sustained in order to prepare, grow, and retain employees
- Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements (SLA)
- Analyze various reports and statistical data to measure productivity and identify root causes for underperforming areas
- Implement action plans and supervise action plans to completion.
- Monitor team for those who may or may not continue with the organization.
- Track and proactively address agent concerns.
- Use critical thinking to develop solutions to improve business performance and partner success.
- Motivate team members through relationship building and real-time coaching
- Coordinate changes in staffing schedules by collaborating with Workforce Management Team
- Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues and escalations.
- Bring in-depth operational knowledge and a thoughtful understanding when participating in client meetings.
- Demonstrate a positive work ethic and commitment to achieve best possible outcomes.
- Act as a mentor by exemplifying Cognizant's Core Values.
Qualifications
- Exp dealing with escalated issues in a contact center capacity
- 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
- 1-2 years of overall experience in a client service environment
- Proven experience in team leading / people management (1+year)
- High school graduate
- Strong problem-solving skills and excellent attention to detail
- Effective interpersonal skills - verbal and written
- Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
For Internal Hires
- Successful completion of 90-day probationary period.
- No Attendance Occurrences/write ups or disciplinary action within the last 90 days.
- Meet or Exceed existing Performance, Service Level Agreements (SLA) and Quality Assurance Standards.
