International Voice Process Executive
- Cognizant
- 7 - 9 years
- Bengaluru
- 5 months ago
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Job Description
Education Qualification: Any Graduate
Experience Requirement:
1. Should have voice team(Inbound or Outbound) handling skills.
2. Experience in Insurance preferred
3. Should have good knowledge in Ms office
4. Should be a level of TL on paper for 2+ yrs.
5. This is for Bangalore location.
6. Should be willing to work in night shifts and flexible enough to extend the hrs based on client and team requirements.
Role Responsibility:
- Individuals in this role own a team and are responsible for Operations, Client and People Management in the team.
- They are responsible for the implementation of COE frameworks and ensuring quality and productivity of deliverables in the engagement.
- They are accountable for resource utilization and performance of the team.
- They are responsible for client deliverables and delivering business results in line with targets as per contractual agreement.
- Responsible for accurate delivery from the entire project account, along with monitoring and implementing controls to achieve excellent customer feedback.
- Must possess excellent inter personal skills, knowledge sharing, documentation skills and knowledge on Information Security practices.
- Should be excellent with metrics reporting to client and internal stakeholders.
- Associates would be required to have experience in Life Insurance.
- Should have efficient skills in handling large/multiple teams.
- Coordinate with the Clients and update the regular workflow/status of deliverables/Dashboards
- Communicate with the customer on a regular basis to discuss operational issues and Critical to Quality (CTQ) delivery and to build rapport with the customer.
- Manage customer relationships through regular communication with clients
- Manage and resolve escalations and issues raised by customers.
- Prepare and report process performance metrics to stakeholders
- Perform root cause analysis on the errors made by the team members
- Share value addition and best practices across teams
- Drive a culture of continuous improvement within the team
- Ensure optimum resource utilization through cross training initiatives and buffer management
- Manage and resolve escalations and issues raised by customers and process specialists
- Should be able to forecast BCP readiness & work in accordance to manage & document. Anticipate issues and needs of the customer related to the project and address them.
Apply Here: https://forms.office.com/r/QVjExhHAd1
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Voice / Blended - OtherEmployement Type: Full timeContact Details:
Company: CognizantLocation(s): Bengaluru
Keyskills: Inbound Voice Process Healthcare Domain Team Leading Outbound Process Insurance Domain
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