Sr SME Operations

CNX; Bengaluru; On-site; INR 500,000 - 800,000; Full time

Job summary

Concentrix is seeking a Sr SME, Operations to provide floor support, coaching, and feedback to agents. The role involves driving team metrics, monitoring service levels, and escalating where needed to ensure high-quality customer outcomes.

The ideal candidate has graduation, excellent communication, empathy, and strong problem-solving skills, with a sales-oriented mindset and ability to handle complex customer queries.

Qualifications

• Ability to identify improvement areas in the program.
• Strong written and verbal communication skills.
• Active listening to customer needs with empathy.
• Learning agility and problem-solving capabilities.
• Strong probing to identify root causes.
• Independently resolve customer queries where possible.
• Capable of handling complex customer queries.
• Mindset oriented towards driving sales.

Responsibilities

• Provide floor support and coaching to agents (SME).
• Assist in driving team metrics and monitor service level closures.
• Escalate promptly to Team Captain; supervise in their absence.
• Monitor team performance and quality scores; take production or escalated calls.
• Clarify customer requirements and confirm understanding of solutions.

Skills

Valu e addition

Communication

Empathy

Problem solving

Probing skills

Independent resolution

Handle complex queries

Sales mindset

Education

Graduation

Job description

Sr SME Operations

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

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

India Bangalore - Divyashree

Time Type

Full time