Job Title:
Sr. SME, Operations
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.

Essential Functions/Core Responsibilities
- Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).
- Assist in driving metrics of the team
- Monitor closure of service levels regularly.
- Ensure prompt escalations to Team Captain.
- Supervise team in the absence of the Team Captain.
- Monitor performance and quality scores of team.
- Take production calls as well as escalated calls.

Essential Functions/Core Responsibilities
- Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).
- Assist in driving metrics of the team




- Monitor closure of service levels regularly.
- Ensure prompt escalations to Team Captain.
- Supervise team in the absence of the Team Captain.
- Monitor performance and quality scores of team.
- Take production calls as well as escalated calls.

Career Framework Role
- Work autonomously within established procedures and practices; seek guidance in the more complex aspects of the process (extensive latitude for independent judgment).
- Does not have any outstanding disciplinary, attendance, or performance issues.
- Analyze process-related problems and suggest possible solutions.
- Guide and train junior team member and facilitate their work.
- Demonstrate mastery of required behaviors/competencies such as the ability to teach/coach other agents and/or support the program by performing data analysis work. Client feedback must be favorable for progression to this level.
- Chance to progress here is depend

📌 Sr. SME, Operations (Hyderabad)
🏢 Concentrix
📍 Hyderabad