Job Description

Job Title:

SR SME

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 Responsibility :
- High performance delivery on all quality parameters
- Audit calls on Product/process, Communication and soft skills parameters
- Conduct audits and feedback for the targeted population with the objective of improving scores for training throughput or conversion
- Data analysis and making designated reports/presentations
- Participate in calibrations to ensure consistent scoring & feedback delivery approach
- Communicate to heighten awareness and focus on importance of positive customer experience.
- Make recommendations and drive improvement




- Reduce the learning curve and help enhance product/process knowledge of new team members
- Ensure that internal policies, procedures, and compliance regulations are being followed
- Customer/Client Interactions
- Leverage process knowledge to proactively identify areas of concern & highlight to the change Team
- Prepare TNA , publish and execute for 100% closure
- Real Time Support (Production/Live Support) on the floor as per the business requirement

Desired Skills:
- Must have the ability to work under pressure
- Understanding of the Audit & Coaching process
- Excellent writing and comprehension skills
- Extremely positive verbal & written communication skills
- Knowledge of English communication - sentence construction, grammar, punctuation etc.
- Ability to observe, analyse and give constructive feedback
- Presentation, Feedback & Coaching skills
- Hands on experience in MS-Office preferably in MS-Excel and Power Point
- Customer orien

📌 SR SME (Hyderabad)
🏢 Concentrix
📍 Hyderabad