URGENT: Subject Matter Expert with Technical Background

Concentrix; Quezon City; On-site; PHP 446,000 - 725,000; Full time

Job summary

Concentrix Bridgetowne (Quezon City) seeks a Subject Matter Expert (SME) to provide floor support, facilitate learning sessions, and coach frontline staff. You will play a crucial role in enhancing operational knowledge and driving performance by serving as the primary product knowledge and best practice resource in handling customer interactions.

You will help provide insights on opportunities and recommend changes to improve performance outcomes, collaborating with team leaders and adapting to

Qualifications

• Associate's Degree in a Related Field or 1 year of SME or contact center experience.
• Strong communication and coaching skills under pressure.
• Proficient with Microsoft Office; willing to work shifting schedules incl. holidays.

Responsibilities

• Provide floor support and assist frontline employees in resolving complex issues while aligning training with identified opportunities.
• Develop and maintain a knowledge base with product information and best practices; analyze metrics to identify trends.
• Gather feedback, participate in focus groups, and report on performance and customer feedback to leadership.

Skills

Coaching

Communication

Multi-tasking

MS Office

Tech account

Education

Associate's Degree in a Related Field

Job description

Are you ready to POWER UP your skills? Take the leap and join Concentrix's League of TOP-NOTCH TALENTS! Prepare for an Extra-Ordinary Journey where you not only Collaborate with Industry Champions but also immerse yourself in an Innovative Workplace filled with Laughter, Continuous Learning, and Limitless Opportunities. Join the Leading Global Provider of CX and Tech Services and seize this moment to #JoinConcentrix!

Job Summary

The Subject Matter Expert (SME) Provides Floor Support, Facilitates Learning Session(s), and Coaching to Frontline Employee(s). You will Play a Crucial Role in Enhancing Operational Knowledge and Driving Performance Improvement(s) by Serving as the Primary Support on Product Knowledge and Best Practice(s) in Handling Customer Interaction(s). You will also Help Provide Insight(s) on Identified Opportunities and Recommend Change(s) to Enhance Performance Outcome(s).

Essential Duties and Responsibilities

• Provide Floor Support and Assistance to Frontline Employee(s) in Resolving Complex Customer Issue(s), Collaborate with Team Leader(s) and Management to Align Training Effort(s) with Identified Opportunities in Current Contact Center Process(es) and Customer Satisfaction, Serve as a Go-To Resource for Frontline Employee(s) with Question(s) or Challenge(s) and Provide Mentorship while Fostering a Collaborative Work Environment for Learning and Development
• Contribute in the Development and Maintenance of a Knowledge Base that would Include Frequently Asked Question(s), Product Information, and Other Best Practice(s) in Resolving Customer Issue(s) to Support Frontline Employee(s) in Real-Time Interaction(s), Help Analyze Call Metric(s) and Performance Data to Identify Trend(s), Area(s) for Improvement, and Best Practice(s)
• Gather and Analyze Customer Feedback to Understand Pain Point(s) and Expectation(s), Actively Participate in Focus Group Discussion(s) or Meeting(s) to Share Idea(s) on Product Specific Update(s) and Opportunities with Operational Transaction(s), Create Report(s) as Needed on Performance, Common Issue(s) Encountered, and Customer Feedback to Inform and Help with Leadership Decision(s) and Overall Strategic Planning within Operations

Minimum Hiring Qualifications

• Associate's Degree in a Related Field or 1 Year(s) of Relevant Experience as a Subject Matter Expert or a Similar Function, Experience or Background within a Contact Center Environment is an Advantage - Internet or Social Media Savvy with Background on Heavy Technical Account.
• Highly-Motivated Individual with Skills to Support and Coach Frontline Employee(s) to Achieve Performance Expectation(s), Strong Communication Skills and Ability to Work Well Under Pressure, Ability to Multi-Task, Prioritize Effectively, and Meet Timeline(s) on Deliverable(s)
• Ability to Mentor, Coach, and Provide Direction(s) to Frontline Employee(s), Ability to Work Well Under Pressure and Follow through on Item(s) to Completion, Proficient with Microsoft Office Tool(s), Willingness to Work on Shifting Schedule(s) and Rest Day(s), and Working on Holiday(s), Can Commit to Work On-Site in the Assigned Work Location(s)

Get Hired and Enjoy the Following

• Interact/Collaborate and Learn from Industry Experts
• Multiple Opportunities for Learning and Development
• Enjoy a Fun - and Competitive Working Environment

Work Location

Concentrix Bridgetowne (Quezon City)