Subject Matter Expert

Concentrix; Bengaluru; On-site; INR 420,000 - 540,000; Full time

Job summary

Concentrix is seeking a Sr SME Voice Process (Sales) in Bangalore to support agents, coach the team, and drive key metrics. The role emphasizes customer-centric problem solving, effective communication, and the ability to resolve issues independently.

It requires graduation and around two years of experience in a voice-process environment. The candidate should be adept at listening, probing for needs, and demonstrating a sales mindset while maintaining service levels and quality.

Qualifications

• Graduation is required.
• 2 years of experience in voice process or similar.
• Experience in customer service is beneficial.

Responsibilities

• Provide floor support, learning sessions, coaching to agents.
• Assist in driving team metrics and monitor service levels.
• Escalate appropriately and supervise in absence of Team Captain.
• Monitor performance and quality scores of the team.
• Handle production and escalated calls, clarify customer needs.

Skills

Communication

Empathy

Problem Solving

Probing Skills

Independent Resolution

Sales Mindset

Active Listening

Learning Ability

Education

Graduation

Job description

ROLE: Sr SME Voice Process (Sales)

DESIGNATION: Sr SME, Operations

LOCATION: Bangalore

YEARS OF EXPERIENCE: 2 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 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.
• Clarify customer requirements; probe for and confirm understanding of requirements or problems
• Confirm customer understanding of the solution and provide additional customer education as needed

Desired Skills

• Able to add value to the program by identifying improvement areas
• Ability to effectively communicate, both written and verbally
• Listen attentively to customer needs and concerns; demonstrate empathy
• Ability to learn including strong problem-solving skills
• Demonstrate strong probing and problem-solving skills
• Should be able to resolve customer queries independently
• Should be able to handle complex queries
• Mindset to drive sales

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.'