Sr. SME, Operations

cnx; Hyderabad; On-site; INR 600,000 - 1,000,000; Full time

Job summary

cnx in Hyderabad seeks a Sr. SME, Operations to provide floor support, learning sessions, coaching and feedback to agents. The role focuses on auditing calls, driving quality improvements and data-driven reporting.

Ideal candidates have 3 years of experience, strong communication skills and the ability to work in a fast-paced, 24/7 shift environment on-site in Hyderabad.

Qualifications

• Graduation completed with exposure to quality audits and coaching.
• Proficiency in MS-Office tools including Excel and PowerPoint.
• Strong written and verbal English communication required.

Responsibilities

• High performance delivery on all quality parameters.
• Audit calls on product/process, communication and soft skills.
• Conduct audits and provide feedback to improve scores.
• Data analysis and preparation of reports/presentations.
• Participate in calibrations to ensure consistent scoring and feedback.
• Communicate to heighten awareness of positive customer experience.
• Make recommendations and drive improvement initiatives.
• Reduce learning curve and enhance product/process knowledge for new members.
• Ensure compliance with internal policies and regulations.

Skills

Audit & Coaching

MS-Office

MS-Excel

PowerPoint

Communication

Analytical skills

Data interpretation

Team work

Education

Graduation

Tools

MS-Office

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

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.'

Location

IND Hyderabad - Unit No. 601, 6th Flr, Maximus Building 2A

Time Type

Full time