Senior SME

Concentrix; Malaysia; On-site; MYR 89,000 - 156,000; Full time

Job summary

Concentrix is seeking a Senior SME to provide floor support, coaching, and guidance to agents. The role emphasizes monitoring service levels, supervising when the Team Captain is away, and handling production and escalated calls.

It requires strong communication, problem-solving, and leadership capabilities. The position includes training sessions, data analysis, and potential progression opportunities based on business needs.

Qualifications

• Minimum of 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, both above average written and verbally.
• Demonstrate product expertise.
• Dependable with proficient attention to detail and ability to solve complex issues.
• Can train others.
• 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.
• Clarify customer requirements; probe for and confirm understanding of requirements or problem.
• Confirm customer understanding of the solution and provide additional customer education as needed.
• Ability to learn including strong problem solving skills.
• Demonstrate strong probing and problem solving skills.
• Should be able to handle complex queries; resolve customer queries independently.

Responsibilities

• Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).
• Assists 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.

Education

Two years of college education with call center experience

Job description

Job Title

Senior SME

Job Description

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

Essential Functions/Core Responsibilities

• Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).
• Assists 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

Works autonomously within established procedures and practices; seeks guidance in the more complex aspects of the process (extensive latitude for independent judgment). Does not have any outstanding disciplinary, attendance or performance issues. Analyzes process-related problems and suggest possible solutions. Guides and trains junior team member and facilitates their work. Demonstrates 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.

PHILIPPINES

• Minimum of two years of college education with at least 12 to 18 months of call center experience
• Ability to think clearly and can explain complex issues effectively, both above average written and verbally
• Demonstrate product expertise
• Dependable with proficient attention to detail and ability to solve complex issues
• Can train others

INDIA

• 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
• Clarify customer requirements; probe for and confirm understanding of requirements or problem
• Confirm customer understanding of the solution and provide additional customer education as needed
• Ability to learn including strong problem solving skills
• Demonstrate strong probing and problem solving skills
• Should be able to handle complex queries
• Should be able to resolve customer queries independently

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title. Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.