Gdańsk
Monday-Friday, regular working hours
Responsibilities:
- Manage team size of 15-20 agents.
- Supervise the agents, manage their performance, staffing.
- Drive operation to meet service levels & provide escalation support.
- Enforce real time adherence in all Work Types within the scope of operation
- Monitor the volume of Jobs, variations in AHT, and any other real time events that contribute or impact negatively in the execution of planned productivity hours to meet SLAs
- Constant interaction with customer, reporting site performance; including but not limited to staffing compliance, skilling status
- Provide visibility and reporting capabilities of KPIs.
- Should be fluent in preparing reports / graphs / Pivot reports / dashboards etc
- Must be very familiar with Excel formulas / functions etc.
- Team Management experience in a similar work environment preferred.
- Goal and result oriented mindset
- High level of attention to details
- Excellent written communication skills (English and respective language)
- Integrity and professional ethics
- Working experience of MS Excel – Highly Desirable. Few examples are but not limited to
- Lookup Functions – VLOOKUP, XLOOKUP
- Logical Functions – IF, AND, OR, XOR
- Text Functions – FIND, SEARCH, PROPER, TRIM, CONCATENATE
- Formatting & Auditing
- Opportunity to be part of a rapidly expanding global organization with irreproachable reputation.
- Pleasant and inspiring working atmosphere.
- Professional development and clear career path.
- Training & development opportunities.
- Competitive salary with cafeteria benefits.
About our Candidate Privacy Statement: https://www.cognizant.com/careers_resources/Cognizant_Candidate_Privacy_Statement_English_version.pdf
Poznaj
Cognizant
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.