Job Title:
Sr. SME Operations
Job Description
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).
- 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.
Minimum Qualifications
- 2+ years of professional experience in content moderation
- Good communication skills -B2
- Understanding of operational and quality metrics
- Resilience - strong emotional fortitude and resilience in handling potentially sensitive content
- Critical thinking - ability to effectively navigate gray areas, break down complex problems and develop independent solutions
- Efficient time management
- Ability to work non-standard hours as required
- Strong attention to detail and analytical skills
Educational Qualification: Graduation
Disclaimer:-
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 Hyderabad - Unit No. 601, 6th Flr, Maximus Building 2A
Language Requirements:
Time Type:
Full time
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