Job Information
Cognizant Subject Matter Expert (SME) in Sao Paulo, SP - Rochavera, Brazil
As a Subject Matter Expert (SME), you will make an impact by Will act as the first level of operational support between agents and Team Leaders, ensuring high-quality interactions with customers across voice, chat, and email channels, for both incoming and outgoing calls. You will be a valued member of the Brazil IOA CX Multi Channel Helpdesk team and work collaboratively with Partner with Quality, WFM and Client stakeholders for continuous improvement.
Willingness to work in 24/7 rotational shifts during business requirements; Work from Office
In this role, you will:
Serve as the point of contact for process clarifications, agent queries, and complex customer cases.
Provide real-time floor support for voice, chat, and email interactions.
Handle call/chat/email escalations and ensure resolution within defined SLAs.
Support Team Leads with monitoring performance, adherence, and queue management.
Conduct side-by-side coaching, error corrections, and process refreshers.
Ensure agents comply with Cognizant policies, InfoSec, and data privacy guidelines.
Conduct RCA on the process gap, document and present to client as required
Support onboarding, nesting support, and transitions for new joiners or process updates.
Creating reporting and presentations to connect with internal and external stakeholders.
Work model: onsite
At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role’s business requirements, this is an onsite position requiring 5 days a week in a client or Cognizant office in São Paulo - SP.
The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.
What you need to have to be considered
Experience in Contact Center/BPO operations
Experience as a Subject Matter Specialist/Senior Analyst/Operational Support
Advanced English - excellent verbal and written communication.
Experience supporting voice, chat, and email channels (inbound and outbound)
Practical knowledge of CRM systems, ticketing tools, and telephony platforms
Proficiency in Google and Microsoft products.
Excellent verbal and written communication skills, training, and stakeholder interaction.
Experience with: Service Level (SL), Average Handling Time (AHT), First Contact Resolution (FCR), Quality Metrics, Customer Satisfaction (SAC) / NPS, On-Time Delivery and Losses, Abandonment Rate, Productivity / Utilization
Please, upload your resume in English.
We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.
Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.