Senior Operations SME & Floor Coach

Concentrix; Davao City; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Concentrix in the Philippines is seeking a Sr. SME, Operations Actions to provide floor support, run learning sessions, and coach agents as a Subject Matter Expert.

The role will involve driving team metrics, monitoring service level closures, and escalating to the Team Captain as needed. You will supervise in the Team Captain's absence, monitor performance/quality scores, and handle production or escalated calls as required.

Qualifications

• 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.

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.

Skills

Coaching

Call center experience

Quality monitoring

Communication skills

Training others

Education

Two years of college education

Job description

Concentrix in the Philippines is seeking a Sr. SME, Operations Actions to provide floor support, run learning sessions, and coach agents as a Subject Matter Expert.

The role will involve driving team metrics, monitoring service level closures, and escalating to the Team Captain as needed. You will supervise in the Team Captain's absence, monitor performance/quality scores, and handle production or escalated calls as required.