Sr. SME, Operations

Convergys; Hyderabad; On-site; INR 800,000 - 1,100,000; Full time

Job summary

Concentrix Hyderabad is seeking a Sr. SME, Operations to provide floor support, coaching and audits for agents. You will analyze data, prepare reports, and drive improvements in training throughput and customer experience. The role requires 3 years of experience and strong English communication. You will work in a fast-paced 24/7 shift environment on rotation.

Graduation is required, and proficiency in MS-Office tools (Excel, PowerPoint) is essential for daily tasks and presentations.

Qualifications

• 3 years of experience required.
• Excellent writing and comprehension skills.
• Strong English communication (verbal & written).
• Willingness to work in 24/7 shift environment (rotational).

Responsibilities

• Audit calls on product/process, and soft skills.
• Provide coaching and feedback to agents.
• Prepare reports and data analyses for performance improvements.
• Participate in calibrations to align scoring and feedback.
• Support real-time on-floor needs and learning sessions.

Skills

Audit & coaching

Verbal communication

Written communication

Presentation

Data interpretation

Teamwork

Education

Graduation

Tools

MS-Excel

PowerPoint

Job description

## Sr. SME, OperationsApply: IND Hyderabad - Unit No. 601, 6th Flr, Maximus Building 2A: Full time: Posted Today: End Date: October 16, 2026 (23 days left to apply): R1766164Job Title:Sr. SME, OperationsJob DescriptionThe Sr. SME, Operations provides floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).ROLE:- Sr SMEDESIGNATION:- SR SMELOCATION:- HyderabadYEARS 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