Sr SME Operations

Concentrix; Hyderabad; On-site; INR 420,000 - 600,000; Full time

Job summary

Concentrix in Hyderabad is seeking a Subject Matter Expert to provide floor support, run learning sessions, and coach agents to improve performance. You will monitor service levels, escalate issues to the Team Captain, and supervise the team in their absence.

The role requires guiding junior team members and maintaining high quality scores. Work autonomously within established procedures with room for independent judgment; progression depends on business needs and demonstrated mastery of

Qualifications

• Experience coaching and providing feedback to contact center agents.
• Ability to analyze process data and suggest improvements.
• Excellent communication and mentoring skills.

Responsibilities

• Provide floor support and conduct learning sessions for agents.
• Coach and give feedback to agents (Subject Matter Expert).
• Monitor service levels and drive team metrics; escalate when needed.
• Take production calls and handle escalated calls; supervise in absence of Team Captain.

Skills

Coaching

Mentoring

Data analysis

Call handling

Job description

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.Job Description – Subject matter expertEssential Functions/Core ResponsibilitiesProvide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).Assist in driving metrics of the teamMonitor 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.Essential Functions/Core ResponsibilitiesProvide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).Assist in driving metrics of the teamMonitor 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.Career Framework RoleWork autonomously within established procedures and practices; seek guidance in the more complex aspects of the process (extensive latitude for independent judgment).Does not have any outstanding disciplinary, attendance, or performance issues.Analyze process-related problems and suggest possible solutions.Guide and train junior team member and facilitate their work.Demonstrate mastery of required behaviors/competencies such as the ability to teach/coach other agents and/or support the program by performing data analysis work. Client feedback must be favorable for progression to this level.Opportunity to progress here is dependent on business needs. Call handling tasks may be required as business needs dictate.'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.