SME-Data at Cognizant in Reno, Nevada

Job Description:

PURPOSE: •  Achieve deep knowledge and expertise on the daily processes used by Agents.  Serve as a resource and support to the Agents to enable them to complete their process work successfully and learn how to perform duties without the need for support.  This position will be located in Reno, NV.

ESSENTIAL FUNCTIONS:

·         Support the complex / critical jobs on a daily basis with high personal diligence in carrying out work with primary focus on Compliance, Quality, Timeliness and Productivity

·         Mentor, provide knowledge support to the PE, SPE’s in complying to all Work Instructions, ensure high level of integrity in self and team execution of tasks

·         Support conducting quality audits in time, ensure timely feedback to associates to improve quality, ensure errors are root caused, corrective and preventive actions are put in place by associate.

·         Ability to front end learning sessions with Clients and train the teams. Quick learning and perfect change orientation ensure teams are get right inputs in right time.

·         Effectively triaging the complex cases that need research and root causing, then working with internal and external parties complying to customer centric approach while strictly adhering to standard guidelines & work instructions

·         Proactively communicate the progress on tasks, failures, resolution and status on time

·         Flexible and collaborative behavior in handling different tasks across the month to cater to changing workflow demands (month close, quarter close calendars etc.)

·         Handle / Guide the team in managing escalations, expectations per timelines, for both customers and internal stakeholders

·         Strict adherence to Work Instructions, proactively think about potential failures down the line with changes and bring to the notice of leadership and ensure resolution on work procedures

·         Support the teams to identify process improvements to reduce waste, improve quality & compliance for overall improved customer experience (both external and internal customers)

·         Applications and system savvy to quickly adapt to changes in IT Systems. Design thinking to suggest UI / display parameter configuration to improve efficiencies and quality

 

 

 

JOB KNOWLEDGE, SKILLS AND ABILITIES:

·         An action-oriented attitude, with strong organizational, analytical, mentoring and problem solving skills

·         Good MS Excel, Word, and Team capabilities

·         Good communication skills to drive internal training, mentoring sessions etc.

·         Deep understanding of sales operations, contract setup, contract workflows, billing and customer set up activities among other related processes

·         Process improvement mindset, logical thinking, reasoning and questioning the status quo, ability to lead brain storming sessions for root causes analysis

·         The ability to learn fast, and train the teams in time. Should be able to get cross trained across multiple activities

·         Dependable, motivated, self-starter attitude with the ability to work independently when required

·         Candidate required to complete all internal training certification, conduct professional behavior

 

 

EDUCATION / WORK EXPERIENCE:

·         Must have 3+ years of relevant work experience with minimum 1+ years of relevant experience in business process services

·         High school diploma

 

 

 

 

Technical Skills

SNo	Primary Skill	Proficiency Level *	Rqrd./Dsrd.
1	MS Excel	PL4	Required

 

Domain Skills

SNo	Primary Skill	Proficiency Level *	Rqrd./Dsrd.
1	Customer Support	PL4	Required

 

* Proficiency Legends

Proficiency Level	Generic Reference
PL1	The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels.
PL2	The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects.
PL3	The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects.
PL4	The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.

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