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Senior Process Executive-Voice

Cognizant

5 - 7 years

Hyderabad

Posted: 21/01/2025

Job Description



Job Summary

We are seeking a dedicated Senior Process Executive for our CDM/PV team with 2 to 5 years of experience. The ideal candidate will have expertise in MS Excel and domain experience in Complaint Management-LS and Call Center Operations. This role requires working from the office with rotational shifts. Proficiency in English (Read/Write) is essential.


Responsibilities

  • Handle and resolve customer complaints efficiently ensuring high levels of customer satisfaction.
  • Utilize MS Excel to analyze data generate reports and track performance metrics.
  • Collaborate with cross-functional teams to address and resolve complex issues.
  • Maintain accurate records of customer interactions and transactions.
  • Provide timely and accurate information to customers regarding their inquiries.
  • Ensure compliance with company policies and regulatory requirements.
  • Monitor and evaluate the performance of call center operations.
  • Identify areas for process improvement and implement solutions to enhance efficiency.
  • Conduct regular training sessions for team members to ensure they are up-to-date with the latest procedures.
  • Assist in the development and implementation of standard operating procedures.
  • Participate in team meetings and provide insights to improve overall performance.
  • Support the team in achieving key performance indicators and service level agreements.
  • Maintain a high level of professionalism and empathy in all customer interactions.

    • Qualifications

  • Possess strong analytical skills with proficiency in MS Excel.
  • Have a solid understanding of Complaint Management-LS and Call Center Operations.
  • Demonstrate excellent communication skills in English (Read/Write).
  • Show ability to work effectively in a team-oriented environment.
  • Exhibit strong problem-solving skills and attention to detail.
  • Display adaptability to rotational shifts and a dynamic work environment.

    • Certifications Required

    Certified Customer Service Professional (CCSP) or equivalent.

    About Company

    Cognizant is a global leader in technology and consulting services, helping businesses transform their operations through digital solutions. Specializing in IT services, including software development, business process outsourcing, and consulting, Cognizant supports clients across industries such as healthcare, financial services, manufacturing, and retail. With a focus on innovation, Cognizant assists organizations in modernizing their technology, improving operational efficiency, and enhancing customer experiences. Headquartered in the U.S., it is consistently ranked among the most admired companies in the world and is a member of the NASDAQ-100.

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