CX SME & Coach: Elevate Frontline Performance

Concentrix; Quezon City; On-site; PHP 446,000 - 725,000; Full time

Job summary

Concentrix Bridgetowne (Quezon City) seeks a Subject Matter Expert (SME) to provide floor support, facilitate learning sessions, and coach frontline staff. You will play a crucial role in enhancing operational knowledge and driving performance by serving as the primary product knowledge and best practice resource in handling customer interactions.

You will help provide insights on opportunities and recommend changes to improve performance outcomes, collaborating with team leaders and adapting to

Qualifications

• Associate's Degree in a Related Field or 1 year of SME or contact center experience.
• Strong communication and coaching skills under pressure.
• Proficient with Microsoft Office; willing to work shifting schedules incl. holidays.

Responsibilities

• Provide floor support and assist frontline employees in resolving complex issues while aligning training with identified opportunities.
• Develop and maintain a knowledge base with product information and best practices; analyze metrics to identify trends.
• Gather feedback, participate in focus groups, and report on performance and customer feedback to leadership.

Skills

Coaching

Communication

Multi-tasking

MS Office

Tech account

Education

Associate's Degree in a Related Field

Job description

Concentrix Bridgetowne (Quezon City) seeks a Subject Matter Expert (SME) to provide floor support, facilitate learning sessions, and coach frontline staff. You will play a crucial role in enhancing operational knowledge and driving performance by serving as the primary product knowledge and best practice resource in handling customer interactions.

You will help provide insights on opportunities and recommend changes to improve performance outcomes, collaborating with team leaders and adapting to