About The Role

Job Title

Sr SME Operations

Job Description

The Sr. SME, Operations provides floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert). Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Key responsibilities

Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).
Assist in driving metrics of the team
Monitor closure of service levels regularly.
Ensure prompt escalations to Team Captain.
Supervise team in the absence of the Team Captain.
Monitor performance and quality scores of team.
Take production calls as well as escalated calls.
Clarify customer requirements; probe for and confirm understanding of requirements or problem
Confirm customer understanding of the solution and provide additional customer education as needed

Desired Skills

Able to add value to the program by identifying improvement areas
Ability to effectively communicate, both written and verbally
Listen attentively to customer needs and concerns; demonstrate empathy
Ability to learn including strong problem-solving skills
Demonstrate strong probing and problem-solving skills
Should be able to resolve customer queries independently
Should be able to handle complex queries
Mindset to drive sales

Education : Graduation

Disclaimer :-

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'