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 – Subject matter expert
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.
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📌 Sr SME Operations (Hyderabad)
🏢 CNX
📍 Hyderabad