Sr. SME, Operations

Convergys; Hinoba-an; On-site; PHP 396,000 - 792,000; Full time

Job summary

Concentrix is seeking a Sr. SME, Operations to provide floor support and coaching to agents, delivering learning sessions and feedback to enhance performance. The role involves monitoring service levels, guiding the team on key metrics, and handling production and escalated calls.

The position emphasizes autonomy within established processes and collaboration with team leadership. As a Senior SME, you will mentor junior staff, analyze process issues, and contribute to performance improvements.

Qualifications

• Experience in coaching and feedback to agents.
• Ability to monitor service levels and quality scores.
• Strong communication and leadership capabilities.

Responsibilities

• Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).
• Assist in driving metrics of the team; monitor closure of service levels regularly.
• Ensure prompt escalations to Team Captain; supervise team in their absence.
• Monitor performance and quality scores of the team; take production calls and escalated calls.

Skills

Coaching

Quality monitoring

Performance metrics

Floor support

Job description

Job Title: Sr. SME, Operations

The Sr. SME, Operations provides floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert). Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Essential Functions/Core Responsibilities

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

• Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).
• Assist in driving metrics of the team Monitor closure of service levels regulari
• 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

Work autonomously within established procedures and practices; seek guidance in the more complex aspects of the process (extensive latitude for independent judgment). Does not have any outstanding disciplinary, attendance, or performance issues. Analyze process-related problems and suggest possible solutions. Guide and train junior team member and facilitate their work. Demonstrate 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.

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.

Location

IND Madhapur - Unit No. 601, 6th Flr, Maximus Building 2A at Mindspace, Hitec City Language Requirements: Time Type: Full time2026-09-28

Mission

Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

Company Overview

We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.