Korean Senior Operations SME & Coach

Concentrix CX Malaysia SDN. BHD.; Cyberjaya; On-site; MYR 112,000 - 145,000; Full time

Job summary

Concentrix CX Malaysia SDN. BHD. in Cyberjaya is hiring a Korean Sr. SME, Operations to provide floor support, conduct learning sessions, and coach agents.

You will monitor service levels, drive team metrics, and handle escalations. This role requires strong problem solving, data analysis, and the ability to train junior team members. English and Korean language proficiency are required. As part of a global services leader, you will contribute to delivering quality customer experiences and

Qualifications

• Experience as SME or senior agent in a contact center is preferred.
• Strong problem solving and data analysis skills.
• Ability to train and mentor junior team members.

Responsibilities

• Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).
• Assist in driving metrics of the team and monitor service levels.
• Ensure prompt escalations to Team Captain and supervise in their absence.
• Monitor performance and quality scores; take production and escalated calls.

Skills

Korean language

Call center experience

Coaching abilities

Job description

Concentrix CX Malaysia SDN. BHD. in Cyberjaya is hiring a Korean Sr. SME, Operations to provide floor support, conduct learning sessions, and coach agents.

You will monitor service levels, drive team metrics, and handle escalations. This role requires strong problem solving, data analysis, and the ability to train junior team members. English and Korean language proficiency are required. As part of a global services leader, you will contribute to delivering quality customer experiences and