Position Overview
Cognizant is hiring fresher for Voice Process Executive role for 2024. We are seeking a driven and customer-focused Senior Process Executive – HC to join our dynamic team. This work-from-home position offers the opportunity to work in a fast-paced environment with night shifts, focusing on Contact Center Operations. With 0 to 3 years of relevant experience, the ideal candidate will have expertise in managing Interactive Voice Response (IVR) systems and handling Healthcare Call Center operations. The role involves ensuring seamless call center functioning while delivering exceptional customer service.
As a Senior Process Executive, you will be responsible for managing inbound and outbound calls, resolving customer queries, maintaining high customer satisfaction levels, and adhering to industry regulations. You will also play a crucial role in maintaining call records, collaborating with your team to enhance processes, and staying informed about industry trends.
Key Responsibilities
Customer Interaction
- Manage inbound and outbound calls efficiently, ensuring timely responses to customer inquiries.
- Follow communication scripts while handling a range of topics to maintain consistency in service delivery.
- Accurately identify customers’ needs, clarify their concerns, and research issues to provide prompt and effective solutions.
Complaint Resolution
- Address customer complaints with professionalism and empathy.
- Offer appropriate solutions and alternatives within specified timelines, ensuring customers feel valued and supported.
- Conduct follow-ups to confirm that all issues are fully resolved.
Data Management
- Keep comprehensive records of all customer interactions in the call center database.
- Ensure that the data is clear, organized, and easily accessible for reference.
- Use these records to analyze common issues and contribute to process improvement initiatives.
Target Achievement
- Consistently meet personal and team performance goals, including both qualitative and quantitative metrics.
- Strive for excellence in service delivery while maintaining efficiency and accuracy in every interaction.
System Use
- Leverage IVR systems to manage call flows effectively, ensuring a smooth customer experience.
- Continuously explore ways to enhance the functionality of IVR systems to meet evolving customer needs.
Collaboration & Compliance
- Work closely with team members to achieve shared goals and improve overall performance.
- Ensure strict adherence to healthcare regulations and standards during all interactions and processes.
Continuous Improvement
- Stay updated on the latest industry trends, tools, and best practices to enhance your skills and service delivery.
- Actively participate in training programs and knowledge-sharing sessions to improve both individual and team capabilities.
Required Qualifications
Technical Skills
- A solid understanding of Contact Center Operations and their underlying processes.
- Hands-on experience with IVR systems and their functionalities to improve operational efficiency.
- Familiarity with Healthcare Call Center operations, including regulations and standards that apply to the industry.
Interpersonal and Communication Skills
- Excellent verbal and written communication abilities, ensuring clear and professional interactions.
- Strong interpersonal skills to build rapport with customers and collaborate effectively with team members.
- The ability to remain calm and composed during high-pressure situations, handling stressful scenarios with poise.
Analytical and Problem-Solving Skills
- A detail-oriented mindset with the ability to analyze problems, identify root causes, and provide effective solutions.
- Strong organizational skills to prioritize tasks and manage time effectively.
Technical Proficiency
- Experience using call center software and tools to manage customer interactions and maintain records.
- Basic knowledge of healthcare regulations and compliance requirements.
Additional Attributes
- Self-motivated and capable of working independently in a remote work environment.
- A commitment to continuous learning and professional development.
- A high level of patience and professionalism when dealing with customers.
Work Environment
- Work Type: Remote (Work from Home)
- Shift Timings: Night Shifts, requiring adaptability to work during unconventional hours.
- Experience: 0 to 3 years in relevant roles.
Why Join Us?
This position offers a unique opportunity to work in a challenging yet rewarding environment. As a Senior Process Executive – HC, you will:
- Gain valuable experience in managing complex customer interactions in the healthcare domain.
- Work in a supportive and collaborative team setting.
- Enhance your skills in call center operations, problem-solving, and compliance management.
- Contribute to improving the overall customer experience while ensuring adherence to healthcare standards.
Career Development
The Senior Process Executive role is designed to provide a strong foundation for those seeking to build a career in contact center operations and healthcare services. By working with experienced professionals and utilizing state-of-the-art tools, you will have ample opportunities to learn and grow within the organization.
What We’re Looking For
We value individuals who are:
- Passionate about delivering exceptional customer service.
- Eager to learn and adapt in a fast-paced environment.
- Dedicated to achieving excellence in every task they undertake.
Location
This is a completely work-from-home position, allowing you the flexibility to work remotely from the comfort of your home.
Experience
Candidates with 0 to 3 years of experience in Contact Center Operations are welcome to apply. Experience with IVR systems and Healthcare Call Center operations will be an added advantage.
How to Apply
If you meet the qualifications and are excited about this opportunity, we encourage you to apply and take the next step in your career journey. This role is perfect for those who thrive in a dynamic work environment and are committed to professional growth.
