Sr SME Operations

Concentrix Corporation; Hyderabad; On-site; INR 700,000 - 900,000; Full time

Job summary

Concentrix Corporation, located in Hyderabad, India, seeks a Sr SME in Operations to provide floor support, coaching, and feedback to agents, while driving team metrics and ensuring service levels. The role includes supervising in the Team Captain's absence, monitoring performance and quality, and handling production or escalated calls.

This position emphasizes autonomous work within established procedures and data-driven problem solving.

Responsibilities

• Provide floor support and coaching to agents (Subject Matter Expert).
• Monitor closure of service levels and performance/quality scores.
• Take production calls and handle escalated calls as needed.

Job description

## Sr SME OperationsApply: IND Hyderabad - Unit No. 601 6th Flr Part C, Maximus 2A: Posted Today: End Date: October 16, 2026 (9 days left to apply): R1769798Job Title:Sr SME OperationsJob DescriptionThe 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. Job Description – Subject matter expert 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.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.