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 TECHNOLOGY SOLUTIONS POLAND SP Z O O
COGNIZANT TECHNOLOGY SOLUTIONS POLAND SP Z O O
Cognizant is a leading IT Services provider globally, transforming Clients' business, operating and technology models for the digital era. Headquartered in the US, Cognizant is ranked on the Fortune 500 and is consistently listed among the most admired companies in the world.
At Cognizant, we celebrate diversity and inclusion across our workforce and with our partners, communities and fellow racing fans. That’s why, alongside the Aston Martin Cognizant Formula One team, we work in unison for a more inclusive future. All in, all welcome.