Sr SME Operations

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

Job summary

Concentrix in India Bengaluru is seeking a Sr SME Operations to provide floor support, conduct learning sessions, and coach agents to improve service quality.

You will monitor metrics, handle production and escalated calls, and ensure clear understanding of customer requirements, while driving continuous improvements.

This role requires strong communication, problem-solving, and a proactive sales mindset to deliver exceptional customer experiences.

Qualifications

• 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

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

Handle complex queries

Sales mindset

Job description

Job Title

Sr SME Operations

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 Language Requirements:

Time Type

Full time

Mission

Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries. Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.