Senior SME, Operations: Coaching & Performance Lead

Concentrix; Muntinlupa; On-site; PHP 670,000 - 949,000; Full time

Job summary

Concentrix CVG Philippines, Inc. is seeking a Sr. SME, Operations to provide floor support, lead learning sessions, coach agents, and give feedback. You will monitor service levels, manage escalations to the Team Captain, and supervise the team when the captain is unavailable.

The role emphasizes problem solving, clear communication, and the ability to train others while handling production and escalated calls to maintain performance standards.

Qualifications

• Ability to think clearly and explain complex issues verbally and in writing.
• Demonstrate product expertise and training capability.
• Dependable with keen attention to detail and problem solving.

Responsibilities

• Provide floor support, learning sessions, coaching & feedback to agents.
• Assist in driving team metrics and monitor service level closures.
• Escalate promptly to Team Captain and supervise in their absence.
• Monitor performance and quality scores; handle production and escalated calls.

Skills

Coaching

Communication

Problem-solving

Training others

Attention to detail

Education

Two-year college education

Job description

Concentrix CVG Philippines, Inc. is seeking a Sr. SME, Operations to provide floor support, lead learning sessions, coach agents, and give feedback. You will monitor service levels, manage escalations to the Team Captain, and supervise the team when the captain is unavailable.

The role emphasizes problem solving, clear communication, and the ability to train others while handling production and escalated calls to maintain performance standards.