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 current 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 good 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 orientation

Customer Service Attitude

Effective problem solving skills

Highly energetic & enthusiastic

Interpersonal skills and Team work

Analytical and Quantitative skills

Data Handling / data interpretation

Process orientation & structured thinking.

Should be willing to work in a 24/7 shift environment (Day and Night Shifts - Rotational) with no fixed week off( process works for six days)

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.'

Location: IND Hyderabad - LSR Tudor Vantage Sy No. 88/P Road No 10

Language Requirements:

Time Type:

📌 SR SME (Hyderabad)
🏢 Concentrix
📍 Hyderabad