Kenneth Janous
Consulting Manager - Customer Interaction Management
- Role
- Manager - Cognizant Business Consulting at Cognizant
- Location
- Dallas, TX, US
- LinkedIn followers
- 500 followers
About Kenneth Janous
Broad experience with process and technology implementation and support for Contact…
Experience
Manager - Cognizant Business Consulting
Mar 2005 — Present
Managed deployment and support teams to implement and maintain an integrated Genesys Cloud solution, replacing legacy Contact Center platform for a global investment firm- Conducted operational assessments for multiple clients to review Contact Center tools, technology, and processes and to recommend improvement and optimization initiatives- Created Business Continuity Plans for Customer Care Operations Support and Field Services Support teams- Developed reporting program to measure Contact Center performance against targets for Service Level, Handle Time, Disposition Compliance, and other KPI\'s- Defined and documented intake and fulfillment processes for performance reporting and call routing- Served as Field Services Project Manager for client’s nationwide analog-to-digital conversion- Managed set up and ramp up of Cognizant operations in Manila, Philippines; implemented new Contact Center for top-tier U.S. communications client - Oversaw recruitment, onboarding, technical setup, training, and go live for Philippines team; served as Program Manager, Service Delivery Manager, and Operations Director- Developed and managed initiatives driving improvements in Average Handle Time, First Call Resolution, Service Level, and Quality metrics- Created programs and support teams for Training, Workforce Management, and Quality Assurance- Managed India-based BPO teams performing offline Fallout Management processes- Planned and executed transitions of inbound calling, chat, and back office processes across multiple onshore and offshore centers- Managed projects to implement Service Fulfillment, Workflow, and Trouble Management solutions, configuring Oracle M6 to support deployment and operations- Delivered successful Data Migration, Training, and Equipment and Circuit Reconciliation projects
Education
Mississippi State University - College of Business and Industry
MBA
Mississippi State University - College of Business and Industry
BBA
Skills
- Customer Interaction Management
- Process Development
- Outsourcing
- Offshore
- Consulting
- Call Center
- Customer Experience Management
- Process Transfer
- Business Process
- Customer Experience
- Project Management
- Operations Management
- Contact Centers
- Key Performance Indicators
- Management
- Process Improvement
- People Management
- Professional Services
- Telecommunications
- Training
- Superior Client Service
- Maintaining Strong Client Relationships
- Contact Centre
- Performance Metrics
- Workforce Management
- Continuous Improvement
- Offshore Management
- Business Process Improvement
- Quality Assurance
- Bpo
- Service Delivery
- Process Engineering
- Service Level Agreements
- Business Analysis
- Philippines
- Program Management
- Crm
- Call Centers
- Knowledge Management
- Development & Delivery of Training
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