Sr. SME, Operations

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