SME (Subject Matter Expert) at Cognizant in Farmington Hills, Michigan

Job Description:

SME (subject matter expert) – Client Support

Cognizant is seeking a strong Subject Matter Expert to support a team of clinical trial coordinators and recruitment specialists. This group focuses on customer service for a life sciences data company, providing support for clinical trial participants and sites that support them. The SME will be responsible for client and staff relations related to projects they support, managing escalations, identifying opportunities for process improvement, completing regular quality checks for teammates, presenting relevant project specific information to the client, team training - as needed, and identifying innovative ways to solve problems and scale our operations. The individual will be an expert in project processes, standards, and best practices, acting as the first person of contact for agents and the client program manager(s).

Ideal candidates will be great people managers, tech savvy, excellent critical thinking/problem solving skills, and have a high level of comfort working with cross functional partners. The candidate must be adaptable in the ever-changing call center environment.

Minimum Qualifications:

• Bachelor’s degree

• 1+ years working in a healthcare setting

• A minimum of 1+ years’ experience leading/supervising teams

• Experience in performance improvement and leading people

• Effective verbal and written communication skills. Should be able to adapt communication style to suit different audiences.

• Demonstrates a proactive approach to learning and leading

• Client focused and solutions oriented; Good problem solving skills

• Ability to collaborate and work effectively with cross functional and global teams

• Ability to educate customers on product questions, identify trends, and make recommendations for improvement

• Ability to prioritize effectively according to changing circumstances and manage multiple projects while maintaining strict attention to detail

• Decision making with ability to apply judgment to processes and situations

Preferred Qualifications:

• Project management experience; Delegating project tasks based on staff members’ individual strengths, skill set, and experience level

• Call-center experience: phone, e-mail, and chat support

• Experience working in and with a global organization

• Success in this position requires exceptional customer service skills; a willingness to experiment; the ability to thrive in a dynamic, team-focused environment; and a passion for helping others achieve results.

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.

Minimum Qualifications:

• Bachelor’s degree

• 1+ years working in a healthcare setting

• A minimum of 1+ years’ experience leading/supervising teams

• Experience in performance improvement and leading people

• Effective verbal and written communication skills. Should be able to adapt communication style to suit different audiences.

• Demonstrates a proactive approach to learning and leading

• Client focused and solutions oriented; Good problem solving skills

• Ability to collaborate and work effectively with cross functional and global teams

• Ability to educate customers on product questions, identify trends, and make recommendations for improvement

• Ability to prioritize effectively according to changing circumstances and manage multiple projects while maintaining strict attention to detail

• Decision making with ability to apply judgment to processes and situations

Preferred Qualifications:

• Project management experience; Delegating project tasks based on staff members’ individual strengths, skill set, and experience level

• Call-center experience: phone, e-mail, and chat support

• Experience working in and with a global organization

• Success in this position requires exceptional customer service skills; a willingness to experiment; the ability to thrive in a dynamic, team-focused environment; and a passion for helping others achieve results.

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.

Technical Skills

SNo	Primary Skill	Proficiency Level *	Rqrd./Dsrd.
1	Customer Service	PL1	Required

Domain Skills

SNo	Primary Skill	Proficiency Level *	Rqrd./Dsrd.
1	Online/Digital Marketing	NA	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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