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.
Job Description: SME, Operations – Fraud Voice
This role focuses on live phone escalations, real-time transaction verification, and immediate account containment.
• Position: SME, Operations (Fraud Voice)
• Job Location: Hyderabad
• Total Experience: 5+ Years
• Relevant Experience: 2+ Years in Fraud Voice Operations (Customer-facing Fraud Inbound/Outbound)
Key Responsibilities
• Live Escalation Handling: Take over real-time de-escalation calls from customers querying suspicious account activities or blocked transactions.
• Voice Floor Support:
Provide live support on the floor to assist agents in asking the right probing questions during high-risk calls.
• Call Quality & Metrics: Assist in driving customer-centric metrics, including Customer Satisfaction (CSAT), Average Handling Time (AHT), and First Contact Resolution (FCR).
• Risk Containment: Ensure agents execute immediate containment steps flawlessly (e.g., blocking cards, freezing accounts) to stop active fraud.
• Coaching & Call Calibration: Conduct side-by-side coaching sessions and calibrate calls with Quality Assurance to improve agent communication and compliance.
Domain-Specific Knowledge and Skills
• Customer Interaction: Exceptional verbal communication, active listening, and solid de-escalation skills when dealing with distressed fraud victims.
• Suspicious Activity Probing: Ability to verify transactions effectively while balancing risk mitigation and friction-free customer experience.
• Account Takeover Response: Mastery in handling live
📌 Sr. SME, Operations (Hyderabad)
🏢 CNX
📍 Hyderabad