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:
Bachelors 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.
Equal Opportunity Employer–minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity
Minimum Qualifications:
Bachelors 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.