Senior Subject Matter Expert - Operations

Concentrix; Telangana; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Concentrix India is seeking a Senior SME Operations professional based in Hyderabad. The role focuses on floor support, coaching, and driving key metrics for the operations team. You will handle production and escalated calls while ensuring quality and timely escalations.

The position requires leadership in coaching junior agents, analyzing process performance, and guiding staff to maintain service levels. It offers autonomous work within established procedures.

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.

Job description

Sr SME Operations Job Title: Sr SME Operations

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.
• Opportunity to progress here is dependent on business needs.
• Call handling tasks may be required as business needs dictate.

Location: IND Hyderabad - Unit No. 601 6th Flr Part C, Maximus 2A

Language Requirements: Time Type: Experience Level Senior Level