Sr. SME, Operations
Concentrix- Posted 2 hours ago
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Job Description
Job Title:
Sr. SME, OperationsJob Description
The Sr. SME, Operations provides floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).ROLE:- Sr SME
DESIGNATION:- SR SME
LOCATION:- Hyderabad
YEARS OF EXPERIENCE:- 3 years
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.
Key Responsibility :
- High performance delivery on all quality parameters
- Audit calls on Product/process, Communication and soft skills parameters
- Conduct audits and feedback for the targeted population with the objective of improving scores for training throughput or conversion
- Data analysis and making designated reports/presentations
- Participate in calibrations to ensure consistent scoring & feedback delivery approach
- Communicate to heighten awareness and focus on importance of positive customer experience.
- Make recommendations and drive improvement
- Reduce the learning curve and help enhance product/process knowledge of new team members
- Ensure that internal policies, procedures, and compliance regulations are being followed
- Customer/Client Interactions
- Leverage process knowledge to proactively identify areas of concern & highlight to the change Team
- Prepare TNA , publish and execute for 100% closure
- Real Time Support (Production/Live Support) on the floor as per the business requirement
Desired Skills:
- Must have the ability to work under pressure
- Understanding of the Audit & Coaching process
- Excellent writing and comprehension skills
- Extremely good verbal & written communication skills
- Knowledge of English communication - sentence construction, grammar, punctuation etc.
- Ability to observe, analyse and give constructive feedback
- Presentation, Feedback & Coaching skills
- Hands on experience in MS-Office preferably in MS-Excel and Power Point
- Customer orientation
- Customer Service Attitude
- Effective problem solving skills
- Highly energetic & enthusiastic
- Interpersonal skills and Team work
- Analytical and Quantitative skills
- Data Handling / data interpretation
- Process orientation & structured thinking.
- Should be willing to work in a 24/7 shift environment (Day and Night Shifts - Rotational) with no fixed week off( process works for six days)
Education: 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 2ALanguage Requirements:
Time Type:
Full timeMore Info
Key Skills
Analytical and Quantitative skills
Presentation Feedback Coaching
Audit Coaching process
MS-Excel
MS-Office
About Company
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.
