Senior Subject Matter Expert - Operations

Concentrix; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Concentrix is seeking a Senior SME in Operations in Bengaluru. The role focuses on floor support, learning sessions, and coaching to agents as a Subject Matter Expert. You will help drive team metrics, monitor service levels, and escalate when needed.

The position demands strong communication, empathy, and problem-solving skills to ensure customer satisfaction. The role involves handling production calls and escalated inquiries, with responsibilities to verify requirements and educate customers

Qualifications

• Graduation required.
• Strong communication skills expected.
• Empathy and active listening are essential.
• Quick learner with strong problem-solving ability.
• Ability to probe and resolve issues independently.

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.
• Clarify customer requirements.
• Probe for and confirm understanding of requirements or problem.
• Confirm customer understanding of the solution and provide additional customer education as needed.

Skills

Value addition

Clear communication

Active listening

Problem solving

Probing skills

Independent resolution

Complex queries

Sales mindset

Education

Graduation

Job description

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.

Key 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.


• Clarify customer requirements.


• Probe for and confirm understanding of requirements or problem.


• Confirm customer understanding of the solution and provide additional customer education as needed.

Desired Skills

• Able to add value to the program by identifying improvement areas.


• Ability to effectively communicate, both written and verbally.


• Listen attentively to customer needs and concerns; demonstrate empathy.


• Ability to learn including strong problem-solving skills.


• Demonstrate strong probing and problem-solving skills.


• Should be able to resolve customer queries independently.


• Should be able to handle complex queries.


• Mindset to drive sales.

Education

Graduation

Other information

• Location: India Bangalore - Divyashree


• Language Requirements


• Time Type: Full time


• Experience Level: Senior Level