Technical SME & Frontline Coach: Elevate Performance

Concentrix Philippines; Quezon City; On-site; PHP 420,000 - 540,000; Full time

Benefits offered by this job

Industry experts

Learning opportunities

Competitive environment

Job summary

Concentrix Bridgetowne in Quezon City seeks a Subject Matter Expert (SME) to provide floor support, facilitate learning sessions, and coach frontline employees. You will help enhance operational knowledge and drive performance improvements by serving as the primary product knowledge resource.

You will also contribute to a knowledge base, analyze call metrics, and gather feedback to inform leadership decisions and strategic planning within operations.

Qualifications

• Associate's Degree or 1 year of relevant SME experience in a contact center is expected.
• Strong communication, coaching and mentorship skills for frontline employees.
• Able to multi-task, work under pressure and adapt to shifting schedules.

Responsibilities

• Provide floor support and mentor frontline staff to resolve complex issues.
• Contribute to knowledge base with product information and best practices.
• Analyze feedback and performance data to identify improvement opportunities and support leadership decisions.

Skills

Mentoring

Coaching

Strong communication

Education

Associate's Degree in a Related Field

Tools

Microsoft Office

Job description

Concentrix Bridgetowne in Quezon City seeks a Subject Matter Expert (SME) to provide floor support, facilitate learning sessions, and coach frontline employees. You will help enhance operational knowledge and drive performance improvements by serving as the primary product knowledge resource.

You will also contribute to a knowledge base, analyze call metrics, and gather feedback to inform leadership decisions and strategic planning within operations.