SME International Banking.

Concentrix; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

Concentrix in Hyderabad is seeking an experienced supervisor to provide floor support and guidance to contact center agents. The role focuses on coaching, tracking performance metrics, and ensuring service levels are met. The incumbent may also handle calls and support team operations.

The position emphasizes autonomy within established procedures, with duties including training junior agents and assisting in process improvements as needed.

Responsibilities

• Provide floor support to agents as a Subject Matter Expert.
• Deliver learning sessions, coaching and feedback to agents.
• Assist in driving team metrics and performance.
• Monitor closure of service levels regularly.
• Escalate promptly to Team Captain when needed.
• Supervise team in the Team Captain's absence.
• Handle production and escalated calls as required.

Job description

Essential Functions/Core Responsibilities

• Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).
• Assists 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).
• Assists 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

Works autonomously within established procedures and practices; seeks guidance in the more complex aspects of the process (extensive latitude for independent judgment). Does not have any outstanding disciplinary, attendance or performance issues. Analyzes process-related problems and suggest possible solutions. Guides and trains junior team member and facilitates their work. Demonstrates 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.