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.

The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

Cognizant is a global community with more than 300,000 associates around the world. We don’t just dream of a better way – we make it happen. We take care of our people, clients, company, communities and climate by doing what’s right. We foster an innovative environment where you can build the career path that’s right for you.

About us:
Cognizant 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 (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

Our commitment to diversity and inclusion:
Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.

Disclaimer: 
Compensation 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.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.