Description

Location: Malaysia

Language requirement: Mandarin+ English

Employment Type: Full Time | 24/7 Rotational Shifts | Work from Office

Designation: Subject Matter Expert

Role Overview

The Subject Matter Expert (SME) will act as the first level of operational support between agents and Team Leads, ensuring high-quality customer interactions across inbound and outbound voice, chat, and email channels. The role requires strong domain knowledge, B2-level English proficiency for voice support, and deep understanding of contact center metrics in a 24/7 delivery environment.

Key Responsibilities

- 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.

Operational Metrics Knowledge

- Service Level (SL)

- Average Handling Time (AHT)

- First Contact Resolution (FCR)

- Quality Scores

- Customer Satisfaction (CSAT) / NPS

- Schedule Adherence & Shrinkage

- Abandonment Rate

- Productivity / Utilization

Required Experience & Skills

- 3-6 years of experience in Contact Center / BPO operations

- Minimum 1-2 years' experience as SME / Senior Associate / Floor Support

- C1 English proficiency (mandatory for voice processes)

- Experience supporting Inbound & Outbound Voice, Chat, and Email channels

- Working knowledge of CRM systems, ticketing tools, and telephony platforms

- Strong analytical skills, attention to detail, and problem-solving mindset

- Strong proficiency using Google and Microsoft products.

- Excellent verbal and written communication, coaching, and stakeholder interaction skills

Shift Requirements

• Willingness to work 24/7 rotational shifts, including night shifts, weekends, and holidays. Work From Office

Cognizant Competencies

• Client Centricity | Execution Excellence | Accountability & Ownership | Compliance & Risk Awareness

About Cognizant:

Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at www.cognizant.com or @cognizant.