Sr SME Operations

Concentrix; Bengaluru; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Concentrix is hiring for Sr SME Operations in Bengaluru. The role provides floor support, coaching and feedback to agents, and drives key team metrics. You will monitor service levels, handle escalations, and supervise in the Team Captain's absence while ensuring high quality interactions.

The candidate should have Graduation and strong communication, empathy, and problem-solving skills; a sales mindset will help in resolving complex queries and improving customer experience.

Qualifications

• Graduation completed.
• Excellent written and verbal communication.
• Ability to learn quickly and solve problems.

Responsibilities

• Provide floor support and coaching to agents.
• Drive team metrics and monitor service levels.
• Escalate promptly to Team Captain and supervise in their absence.
• Monitor performance and quality scores; take production calls as needed.
• Clarify customer requirements and educate customers on solutions.

Skills

Communication

Empathy

Problem-solving

Active listening

Sales mindset

Independent resolution

Probing skills

Learning agility

Education

Graduation

Job description

Job Title:

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

Location:

India Bangalore - Divyashree

Language Requirements:

Time Type:

Full time