Senior SME

Minacs; Kuala Lumpur; On-site; MYR 25,000 - 38,000; Full time

Job summary

A leading company seeks a Senior Subject Matter Expert to provide operational support, coaching, and feedback to agents. This role requires strong problem-solving skills and effective communication to enhance team performance in a dynamic environment.

Qualifications

• Minimum two years of college and 12-18 months call center experience.
• Ability to explain complex issues clearly, both written and verbal.
• Demonstrate product expertise.

Responsibilities

• Provide floor support, learning sessions, coaching, and feedback to agents.
• Assist in driving team metrics and monitor service level closures.
• Supervise team in absence of the Team Captain.

Skills

Coaching

Data Analysis

Effective Communication

Problem Solving

Education

Minimum two years of college

Job description

Job Title:

Senior SME

Job Description

The Sr. SME, Operations provides floor support, learning sessions, coaching, and feedback to agents (Subject Matter Expert).

Essential Functions/Core Responsibilities

• Provide floor support, learning sessions, coaching, and feedback to agents (Subject Matter Expert).
• Assist in driving team metrics.
• Monitor service level closures regularly.
• Ensure prompt escalations to Team Captain.
• Supervise team in the absence of the Team Captain.
• Monitor team performance and quality scores.
• Handle production and escalated calls.

Career Framework Role

Works independently within established procedures; seeks guidance for complex issues. Demonstrates mastery in behaviors and competencies such as coaching and data analysis. Client feedback should be favorable for progression. Call handling may be required based on business needs.

Supplemental Geographical Information

United Kingdom: Exclude high school info in candidate profile.

Philippines:

• Minimum two years of college and 12-18 months call center experience.
• Ability to explain complex issues clearly, both written and verbal.
• Demonstrate product expertise.
• Dependable, detail-oriented, and capable of solving complex issues.
• Ability to train others.

India:

• Identify improvement areas to add value.
• Effective communication skills.
• Attentive listening and empathy.
• Clarify and confirm customer requirements.
• Provide customer education and confirm understanding.
• Strong problem-solving skills and ability to handle complex queries independently.

Disclaimer

This description outlines the general nature and level of work. It is not exhaustive of all responsibilities or skills required.

Concentrix is an equal opportunity employer, evaluating applicants without regard to protected characteristics.

Location: MYS Kuala Lumpur Sentral - NU Tower 2 - Level 9 & 10

Language Requirements: English, Mandarin

Time Type: Full time

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