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ISG Technical Lead Pune
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Job Title:
ISG Technical Lead PuneJob Description
The Sr. SME, Operations provides floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).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.
RECRUITER ENTER THE APPLICABLE LANGUAGE:
UNITED KINGDOM- EXCLUDE HIGH SCHOOL INFORMATION IN CANDIDATE PROFILE SECTION
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
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.
Location:
IND Pune - RMZ 1st Floor (Sublease to CIND)Language Requirements:
EnglishTime Type:
Full time
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.
Job ID: 153874705
