Sr. SME, Operations Actions

Concentrix CVG Philippines, Inc.; 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

Job Title: Sr. SME, Operations

Job Description The Sr. SME, Operations provides floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).

Essential Functions/Core 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.

Career Framework Role

• Works autonomously within established procedures and practices; seeks guidance in the more complex aspects of the process (extensive latitude for independent judgment).
• Does not have any outstanding disciplinary, attendance or performance issues.
• Analyzes process-related problems and suggest possible solutions.
• Guides and trains junior team member and facilitates their work.
• Demonstrates 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.

Qualifications

• PHILIPPINES Minimum of 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
• INDIA Able to add value to the program by identifying improvement areas
• Ability to effectively communicate, both written and verbally
• Listen attentively to customer needs and concerns; demonstrate empathy
• Clarify customer requirements; probe for and confirm understanding of requirements or problem
• Confirm customer understanding of the solution and provide additional customer education as needed
• Ability to learn including strong problem solving skills
• Demonstrate strong probing and problem solving skills
• Should be able to handle complex queries
• Should be able to resolve customer queries independently

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Location: PHL Muntinlupa - Alabang 1 Language Requirements: Time Type: Full time2024-11-01 If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents

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.