Operations Analyst Associate

Associate

About the Job: Front line contact center agents who handle calls, chats and emails for our clients and their customers. These cases include, responding to inquiries, managing complaints, troubleshooting significant client and customer service problems and providing general information in a professional manner through positive and quality interactions.

Role & Responsibilities

• Provide general and technical support via phone, chat and email

• Assist with monitoring physical security event alerts

• Compose thoughtful, concise messages that align with client's voice across all channels

• Demonstrate professional and diplomatic skills while being empathic with the client and or customer.

• Monitor customer interactions through visual and audio prompts in our internal tools

• Maintain up to date knowledge of the client's technology, service, and messaging by completing new trainings and knowledge checks in a timely manner

• Case creation and categorization - correct client code/prioritization. Case closure, follow up on aging or open tickets.

• Notify point of contact when escalated situations arise.

• Monitor user interactions and prioritize inquiries through our internal CRM system

• Demonstrate superior skills at multitasking phones, chats and emails.

• Meet internal metrics such as quality, performance SLAs and shift adherence

Required Skills/Qualifications

• Preferred background in customer contact center and/or technical support role

• Professional, diplomatic and empathetic persona when handling voicemail, Email & Chat transactions with client and customer.

• Superior troubleshooting skills, with the goal of first call resolution.

• Preferred Work experience in 24x7 operations environment

• Excellent Customer Service skills

• Adaptable and flexible not afraid of change which leads to growth

• Comfortable working in a fast-paced environment

• Computer proficiency with ability to navigate multiple software applications (Google Suites, Microsoft Office)

• Excellent active listening skills

• Time management/organizational skills

Preferred Skills / Qualification

• Work experience with Global clients

• Able to collaborate with Team Leads in terms of escalations, Service Outages and change control

• Knowledge/exposure on ticketing tools; Service Now, Remedy, Spiceworks, Hubspot, etc.

• Knowledge on operations/service delivery and ability to manage critical situations with minimum supervision

• Adhere to assigned schedule with a positive attitude to be flexible to work in 24x7 environment

• Understanding Contact center metrics and how they relate to the teams' goals and Customer Service.

For Internal Hires the following also applies

• 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.

Evaluation for Success in Position will be based on -

Account Standards and Service Level Agreements (SLAs), Team and Personal Performance including but not limited to the following*:

Category

Definition

Personal Score

Comment

Attendance / Occurrence

Meet required attendance policies

100%

Link to attendance policy for review as needed

Timekeeping Accuracy (Daily)

Daily entry of hours worked. Matching in both timekeeping systems.

100%

Use the variance % allowed on report

Knowledge Updates

Currency with continued training through tools such as Elixir, Google Forms and other educational tools

100%

Completion rate within 72 hours of publication

Salary and Other Compensation:

Applications will be accepted until 11/30/2024

The hourly rate for this position is between $20.00-21.63 per hour, depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance

• Paid holidays plus Paid Time Off

• 401(k) plan and contributions

• Long-term/Short-term Disability

• Paid Parental Leave

• Employee Stock Purchase Plan

Disclaimer: The hourly rate, other compensation, and benefits 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.

Education and/or Experience Associates degree or equivalent from two-year College or technical school or six months to one-year related experience and/or training or equivalent combination of education and experience.

Cognizant will only consider applicants for this position whom are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.

What is in it for you? Well, at Cognizant, we offer a competitive compensation package including excellent benefits such as insurance (available day 1 of employment), great work life balance, 401k with matching component, and many other benefits.

An inclusive environment embracing diversity: for the second time, Cognizant has been named to the Forbes list of Best Employers for Diversity based on survey responses from its employees!

About Cognizant
Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at www.cognizant.com or @cognizant .

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 (Nasdaq-100: CTSH) is one of the world's leading professional services companies, helping organizations modernize technology, reimagine processes and transform experiences so they stay ahead in a fast-changing world.

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.