Sr. SME, Operations

Concentrix; Hyderabad; On-site; INR 700,000 - 950,000; Full time

Job summary

Concentrix is seeking a Sr. SME, Operations to provide floor support, learning sessions, coaching and feedback to agents. This role is based in Hyderabad with 3 years of experience in operations or related SME functions.

The candidate will conduct audits, analyze data, prepare reports, and drive continuous improvement while ensuring compliance and high-quality customer interactions. A graduation is required and readiness for a 24/7 shift environment.

Qualifications

• Graduation completed.
• Minimum 3 years of experience in SME/operations or related role.
• Strong understanding of audit and coaching processes.
• Excellent writing and comprehension skills.
• Excellent verbal and written communication skills.
• Willingness to work in a 24/7 rotational shift.

Responsibilities

• Provide floor support and coaching to agents.
• Audit calls on product/process and soft skills.
• Prepare reports and presentations from data analysis.
• Participate in calibrations to ensure consistent scoring.
• Drive process improvements and knowledge transfer.
• Ensure compliance with internal policies and procedures.
• Support real-time operations on the floor as needed.

Skills

Audit process

Coaching

Data analysis

Written communication

Verbal communication

Interpersonal skills

Teamwork

Problem solving

Presentation skills

Education

Graduation

Tools

MS Office

MS Excel

PowerPoint

Job description

Job Description

The Sr. SME, Operations provides floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).

Job Title

Sr. SME, Operations

Job Description

The Sr. SME, Operations provides floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).

ROLE:- Sr SME
DESIGNATION:- SR SME
LOCATION:- Hyderabad
YEARS OF EXPERIENCE:- 3 years

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 Responsibility

• High performance delivery on all quality parameters
• Audit calls on Product/process, Communication and soft skills parameters
• Conduct audits and feedback for the targeted population with the objective of improving scores for training throughput or conversion
• Data analysis and making designated reports/presentations
• Participate in calibrations to ensure consistent scoring & feedback delivery approach
• Communicate to heighten awareness and focus on importance of positive customer experience.
• Make recommendations and drive improvement
• Reduce the learning curve and help enhance product/process knowledge of new team members
• Ensure that internal policies, procedures, and compliance regulations are being followed
• Customer/Client Interactions
• Leverage process knowledge to proactively identify areas of concern & highlight to the change Team
• Prepare TNA , publish and execute for 100% closure
• Real Time Support (Production/Live Support) on the floor as per the business requirement

Desired Skills

• Must have the ability to work under pressure
• Understanding of the Audit & Coaching process
• Excellent writing and comprehension skills
• Extremely good verbal & written communication skills
• Knowledge of English communication - sentence construction, grammar, punctuation etc.
• Ability to observe, analyse and give constructive feedback
• Presentation, Feedback & Coaching skills
• Hands on experience in MS-Office; preferably in MS-Excel and Power Point
• Customer orientation
• Customer Service Attitude
• Effective problem solving skills
• Highly energetic & enthusiastic
• Interpersonal skills and Team work
• Analytical and Quantitative skills
• Data Handling / data interpretation
• Process orientation & structured thinking.
• Should be willing to work in a 24/7 shift environment (Day and Night Shifts - Rotational) with no fixed week off( process works for six days)

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.'