Senior SME Operations (Mandarin / Ride-Hailing / Ride-Sharing Services)

Concentrix; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading global customer experience provider is seeking a Sr. SME Operations professional to ensure client SLAs are met and enhance team performance. Responsibilities include training, quality management, and building strong team relationships. Ideal candidates will have 2-4 years' experience in ride-hailing or similar services, possess strong analytical and communication skills, and be flexible with work hours. This role offers opportunities to make significant impacts in a dynamic and supportive environment.

Qualifications

• 2-4 years of relevant experience.
• Prior experience in handling Food Tech Delivery or Ride-Hailing services.
• Strong ability to lead and mentor teams.

Responsibilities

• Meet all agreed client SLAs and performance parameters.
• Identify training needs and provide necessary training.
• Develop interpersonal relationships within the team.

Skills

Analytical skills

Communication skills

Excel expertise

Coaching skills

Education

Associate's degree in related field

Job description

Sr. SME Operations (Mandarin - Ride-Hailing / Ride-Sharing Services)

Overview

To be responsible to meet all agreed client SLA's and performance parameters

Ability to observe, analyze and give constructive feedback

Firming of quality Parameters and Targets for each process

Ability to identify training needs of quality teams and accordingly impart training to team members

Ability to coordinate with the operations team to ensure all parameters are met

To develop strong inter-personal relationships with team, to cohesively bond them together with the company and integrate them with the vision and core values

To identify areas of concern and under performance and take corrective actions

To foster the development of the team by motivating them and ensuring career advancement

To be a single point of contact with the team and the senior management through effective communication on key deliverables

To ensure quality reporting and work with operations to build highly effective measurement and reward system based on data

To periodically interact with the middle and senior management of client companies

Analytical and logical reasoning & numerical skills

Knowledge about current affairs

Expertise in Excel and PowerPoint

Flexible in working in all shifts as per business requirement

Qualifications & Requirements

Requirements:

Mandatory: Prior experience in handling a Food Tech Delivery, Ride-Hailing / Ride-Sharing Services or project or account.

Preferred Immediate Joiners (Intake February/March)

Associate's degree in related field with two to four years of relevant experience preferred

Highly motivated individual with skills to develop and coach team members to achieve performance expectations

Work well under pressure and follow through on items to completion

Strong communication skills, both written and verbal

Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable

Ability to mentor, coach and provide direction to a team of employees

Willingness to work a flexible schedule

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What’s your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• Do you have customer service experience?
• Which of the following languages are you fluent in?

Information & Communication Technology More than 10,000 employees

About Concentrix

Concentrix Corporation (Nasdaq: CNXC), is a leading global provider of customer experience (CX) solutions and technology, improving business performance for some of the world’s best brands including over 100 Fortune Global 500 clients and over 115 global disruptor clients. Every day, from more than 40 countries and across 6 continents, our staff delivers next generation customer experience and helps companies better connect with their customers. We create better business outcomes and help differentiate our clients through technology, design, data, process, and people. Concentrix provides services to clients in our key industry verticals: technology & consumer electronics; retail, travel & ecommerce; banking, financial services & insurance; healthcare; communications & media; automotive; and energy & public sector. For more information visit www.concentrix.com to learn more

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