Sr. SME, Operations

Concentrix; Hyderabad; On-site; INR 100,000 - 140,000; Full time

Job summary

Concentrix Sr. SME, Operations in Hyderabad leads floor support, delivers coaching and learning sessions to agents, and provides timely feedback to enhance performance.

This role requires autonomy within established procedures, with focus on improving team metrics and service levels. The Senior Subject Matter Expert will mentor junior teammates, conduct data analysis for process improvements, and support the program by sharing knowledge and best practices.

Qualifications

• Experience in coaching agents and delivering learning sessions.
• Ability to monitor metrics and service levels.
• Strong analytical skills to identify process improvements.
• Ability to guide and train junior team members.

Responsibilities

• Provide floor support and coaching to agents.
• Assist in driving team metrics.
• Monitor closure of service levels regularly.
• Escalate promptly to Team Captain.
• Supervise team in absence of Team Captain.
• Monitor performance and quality scores.
• Take production calls as well as escalated calls.

Skills

Coaching

Mentoring

Data analysis

Process improvement

Call handling

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.

Essential Functions/Core 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.

Career Framework Role

• Work 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.