2-5 years of experience in a metric driven contact center environment with an appetite for ambiguity
A minimum of 2 years in a Trainer/SME/ Operational Excellence role
Demonstrates an eye for detail
Ability to analyze data and derive actionable insights
Client focused and solutions oriented; Good problem solving and analytical skills
Ability to use judgment to help analysts apply the most appropriate solution for complex client situations
Ability to collaborate and work effectively with cross functional teams
Self-learner interested in both the how and the why
Demonstrates ability to coach and provide feedback to Trial recruiters, coordinators and support teams
Job Responsibilities
Conduct active monthly BQM and contribute to metric goals by strategic coaching and feedback- report improvement/setback against gap-to-goal at a weekly/monthly and quarterly level
Train Clinical trial coordinator, recruiter and product support team
Deliver insights to continuously improve and deliver seamless trial experience for participants
Aggregate TNI from all agents and analyze gaps in processes, identifying innovative ways to solve problems upstream, help improve participant experience and drive higher efficiency
Should be comfortable understanding user behavior
Should have passion for clinical trials and an eye for detail with a high level of comfort working with cross functional team members, and a strong analytical mindset.
Should have a passion for business success, analytical problem-solving abilities, and keen eyes for operational inefficiencies
Success in this position requires robust training knowledge and facilitation 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:
2-5 years of experience in a metric driven contact center environment with an appetite for ambiguity
A minimum of 2 years in a Trainer/SME/ Operational Excellence role
Demonstrates an eye for detail
Ability to analyze data and derive actionable insights
Client focused and solutions oriented; Good problem solving and analytical skills
Ability to use judgment to help analysts apply the most appropriate solution for complex client situations
Ability to collaborate and work effectively with cross functional teams
Self-learner interested in both the how and the why
Demonstrates ability
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.
