Job Title:
Sr. SME, Operations
Job Description
The Sr. SME, Operations provides floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).ROLE:- Sr SME
DESIGNATION:- SR SME
LOCATION:- Hyderabad
YEARS OF EXPERIENCE:- 3 years

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 valuable 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

📌 Sr Sme, Operations Hyderabad
🏢 Concentrix
📍 Hyderabad