We are looking to hire a creative Sr. SME, Operations to join our diverse team at Concentrix in Gurgaon.
Growing your career as a Full Time Sr. SME, Operations is a outstanding opportunity to develop productive skills.
If you are strong in project management, decision-making and have the right initiative for the job, then apply for the position of Sr. SME, Operations at Concentrix today!

***This IJP is open only for Avalon Process : Gurgaon location employees***

*** Ensure your personal Email Address is updated in workday to get your application processed ***

Process Information :

Client is one of the most reputed multinational organizations that designs & develops handheld devices along with desktops & laptops. The incumbent is required to support team members in providing best in class customer experience to solve customer queries, troubleshoot SW issues, isolate HW issues & guide to appropriate support channels

Eligibility :

- All CL/Grade 11 (Operations CRM International/Domestic & Industry vertical domestic – Insurance, Banking & Healthcare accounts) employees who have spent 12 months in the current CL/Grade and 6 months in current process & vertical and have a Stacks score 3 and above or should be in Platinum, Diamond, Gold performance club for two third of the last 12 months (basis stacks updated on the tool – EBucks)
- All CL/Grade 11 (Operations Industry Vertical International – Insurance, Banking & Healthcare accounts)



employees who have spent 12 months in the current CL/Grade and 6 months in current process & vertical and have a Stacks score of 1 and above two third of the last 12 months (basis Stacks updated on the tool – EBucks)
- All CL/Grade 11 (Support) employees who have spent 12 months in the current CL/Grade and 6 months in current process & vertical with annual Performance Rating Criteria 3 and above (combination of Exceptional, Exceeding, Meeting)
- All CL/Grade 10 employees who have spent 6 months in the current CL/Grade and 6 months in current process & function.

Key Responsibility :

- In-depth Process knowledge is required for Avalon process
- Groom new hires & provide floor support to improve the customer experience
- Identify root cause issues and recommend solutions.
- Effectively monitor and evaluate performance.
- Provide appropriate evaluation feedback to Advisors.
- Handle calls within the skill set.
- Perform transaction monitoring evaluations.
- Create ,maintain and execute coaching plans to develop Advisors' skills to improve performance and meet the performance targets.
- Work collaboratively with customers to deliver high levels of Contact Resolution and Customer Satisfaction

Desired Skills :

- Excellent verbal and written communication skills.
- Proficiency in product & process knowledge
- Knowledge of process specific Quality metrics & guidelines
- Experience in coaching individuals via observation, feedback, mentoring and task demonstration.

Benefits of working as a Sr. SME, Operations in Gurgaon:

● Learning opportunities
● Opportunities to grow
● Advantageous package

📌 Sr. SME, Operations - Immediate Start (Gurugram)
🏢 Important Group
📍 Gurugram