We’re hiring!
At Cognizant we have an ideal opportunity for you to be part of one of the largest companies in the digital sector worldwide. A Great Place To Work where we look for people who contribute new ideas, experiencing a dynamic and growing environment. At Cognizant we promote an inclusive culture, where we value different perspectives providing career growth and development opportunities. #WelcomeToCognizant!
We have an exciting opportunity for an exceptional individual to work supporting one of our client
- Location: Guadalajara office
Work model: : 24X7 rotation, 5 days at office, for night shift transportation will be provide it.
| Role Overview |
| The Process Executive – Service Delivery (IOA) will be responsible for delivering high-quality customer support across inbound and outbound voice, chat, and email channels. The role requires strong communication skills, customer-centric behavior, and adherence to Cognizant compliance and service delivery standards in a 24/7 environment. |
| Key Responsibilities |
| • Handle incoming and outgoing customer interactions via voice, chat, and email. • Resolve customer queries accurately within defined SLAs. • Document interactions correctly in CRM/ticketing systems. • Adhere to schedule, quality standards, and information security policies. • Meet individual and team performance benchmarks defined by the process. • Participate in training, calibrations, and continuous improvement initiatives. |
| Operational Metrics Knowledge |
| • Average Handling Time (AHT) • Service Level (SL) • First Contact Resolution (FCR) • Quality Scores • Customer Satisfaction (CSAT) • Schedule Adherence • Productivity / Utilization |
| Required Experience & Skills |
| • 0–3 years of experience in Contact Center / BPO operations • Strong proficiency in Mexican Spanish (native or near‑native) and B2/B1 level English proficiency.; excellent verbal and written communication. • Experience supporting Inbound and Outbound Voice, Chat, and Email processes • Working knowledge of CRM tools and basic systems navigation • Strong customer focus, problem-solving, and multitasking 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 |
Why Cognizant?
Improve your career in one of the largest and fastest growing IT services providers worldwide
Receive ongoing support and funding with training and development plans
Have a highly competitive benefits and salary package
Get the opportunity to work for leading global companies
We are committed to respecting human rights and build a better future by helping your minds and the environment
We invest in people and their wellbeing.
We create conditions for everyone to thrive. We do not discriminate based on race, religion, color, sex, age, disability, nationality, sexual orientation, gender identity or expression, or for any other reason covered.
At Cognizant we believe than our culture make us stronger!
Join us now!
#BeCognizant #IntuitionEngineered
The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.
- Cognizant is a global community with more than 300,000 associates around the world.
- We don’t just dream of a better way – we make it happen.
- We take care of our people, clients, company, communities and climate by doing what’s right.
- We foster an innovative environment where you can build the career path that’s right for you.
About us:
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2025) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
Disclaimer:
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.