Senior Korean SME Operations Coach

cnx; Cyberjaya; On-site; MYR 78,000 - 100,000; Full time

Job summary

Concentrix Cyberjaya is seeking a Korean Sr. SME, Operations to provide floor support, run learning sessions, and coach agents as a subject matter expert. The role drives team metrics, monitors service levels, and ensures prompt escalations.

You may take production and escalated calls and supervise the team in the absence of the Team Captain. Experience in call center environments and the ability to explain complex issues clearly are valued; the job involves collaboration with teams in the

Qualifications

• Minimum two years of college education with at least 12 to 18 months of call center experience
• Ability to think clearly and explain complex issues effectively
• Demonstrate product expertise
• Dependable with attention to detail and ability to solve complex issues
• Can train others
• Ability to communicate effectively in English and Korean may be required

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

Job description

Concentrix Cyberjaya is seeking a Korean Sr. SME, Operations to provide floor support, run learning sessions, and coach agents as a subject matter expert. The role drives team metrics, monitors service levels, and ensures prompt escalations.

You may take production and escalated calls and supervise the team in the absence of the Team Captain. Experience in call center environments and the ability to explain complex issues clearly are valued; the job involves collaboration with teams in the