Sr. SME, Operations

Job description

Job Title: Sr. SME, Operations Job Description 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). Drive team metrics Regularly monitor closure of service levels Ensure prompt escalations to the Team Captain Supervise team members in the absence of the Team Captain. Monitor performance and quality scores of team members Take production and escalated calls Add value to the program by identifying improvement areas Listen attentively to customer needs and concerns; demonstrate empathy 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 Resolve customer queries independently Help new hires in nesting and early ramp stage Desired Skills : Graduate in any stream Work experience in the BPO industry in Chat/Voice/Email environment (Como experience is a mandate) B2 Proficiency in English language Effective oral and written communication in English Ability to learn including strong problem-solving skills Demonstrate strong probing and problem-solving skills Should be able to handle complex queries Educational Qualification : Bachelor’s Degree from a Recognized University. 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.' Location: IND Hyderabad - Unit No. 601, 6th Flr, Maximus Building 2A Language Requirements: Time Type: Full time