Associate, Operations

Concentrix Technologies (India) Private Limited; Bengaluru; On-site; INR 300,000 - 450,000; Full time

Job summary

Concentrix Technologies (India) Private Limited in Bengaluru is seeking an Associate, Operations to coordinate case handling, ensure SLA adherence, and route issues to the right engineers. The role emphasizes clear communication, prioritization, and proactive issue resolution in a high-volume support environment.

You will work with multiple teams to meet customer expectations and minimize escalations. The ideal candidate has strong interpersonal skills, can manage workload in fast-paced shifts,

Qualifications

• 3+ years of experience in any industry with the above skills.

Responsibilities

• Maintain service level agreement for new cases.
• Assign cases to engineers within the defined SLA.
• Provide accurate response on severity issues, expired and misrouted cases.
• Collaborate with Team Managers to identify engineers for customer issues and escalations.
• Ensure callbacks are not missed for abandoned cases in queue.
• Coordinate with other support groups to route customers to the right team.
• Address issues via phone, email, and communicator.
• Inform customers when contact will occur if a callback is missed and update engineers.
• Move cases to engineers with available bandwidth for callbacks.
• Guide engineers on how to reach collaborating teams to solve issues.
• Identify process changes to improve service levels.
• Engage managers during high-impact customer situations.

Skills

Good Communication Skills

Interpersonal Skills

Technical Inclination

Prioritization in real time

Multitasking

Critical Situation Management

High Workload Management

3+ Years Experience

Shift Work

Job description

Job Title: Associate, Operations

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.

Role and Key Responsibilities

• Maintain service level agreement for new cases.
• Assign Cases out to the appropriate Engineers within the defined SLA.
• Provide accurate response on Severity issues, expired and misroute cases
• Work hand in hand with the Team Managers in identifying engineers who can work on providing accurate solution to customer issue and escalated cases.
• Ensure callback expectations are met and not missed for abandoned cases in queue.
• Work with DM’s in other support groups to get customers the right support team when required
• Address issues via all available modes of communication like phone lines, email alias and communicator.
• Inform the customer on when they will be contacted if a callback is missed and then inform the Engineers about the re-set callback expectations
• Make sure cases are moved to Engineers with the bandwidth (as and when possible) to do the callbacks.
• Inform the Engineers on how to get in touch with the teams they would want to collaborate to reach a solution for the customer’s issue.
• Take an active role in identifying changes that could improve our level of service for customers
• Engage managers during high customer impact situations

Key skills & knowledge:

• Open to work in Shifts
• Good Communication Skills
• Ability to manage Critical Situations
• Ability to manage high workload situations
• Good Interpersonal Skills
• Should have Technical Inclination
• Should be able to Prioritize tasks real time
• Should be able to Multitask
• 3+ Years experience in any industry with required above skillsets.

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 Bangalore - 55, Divyasree Towers, Bannerghatta Main Road

Time Type:

Full time

Misson:

Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries. Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.