- Posted 15 hours ago
- Be among the first 10 applicants
Job Description
Job Title:
Sr. SME, OperationsJob Description
The Sr. SME, Operations provides floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).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.
Job Description: SME, Operations - Fraud Voice
- Position: SME, Operations (Fraud Voice)
- Job Location: Hyderabad
- Total Experience: 5+ Years
- Relevant Experience: 2+ Years in Fraud Voice Operations (Customer-facing Fraud Inbound/Outbound)
Key Responsibilities
- Live Escalation Handling: Take over real-time de-escalation calls from customers querying suspicious account activities or blocked transactions.
- Voice Floor Support: Provide live support on the floor to assist agents in asking the right probing questions during high-risk calls.
- Call Quality & Metrics: Assist in driving customer-centric metrics, including Customer Satisfaction (CSAT), Average Handling Time (AHT), and First Contact Resolution (FCR).
- Risk Containment: Ensure agents execute immediate containment steps flawlessly (e.g., blocking cards, freezing accounts) to stop active fraud.
- Coaching & Call Calibration: Conduct side-by-side coaching sessions and calibrate calls with Quality Assurance to improve agent communication and compliance.
Domain-Specific Knowledge and Skills
- Customer Interaction: Exceptional verbal communication, active listening, and strong de-escalation skills when dealing with distressed fraud victims.
- Suspicious Activity Probing: Ability to verify transactions effectively while balancing risk mitigation and friction-free customer experience.
- Account Takeover Response: Mastery in handling live security/identity checks to confirm unauthorized account access patterns.
- Email & Call Etiquette: Perfect phone etiquettes and crisp professional communication for documenting account history post-call.
Educational qualification: Any Graduate or Masters
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. 201 2nd Flr Building 4 at K-Raheja, MindspaceLanguage Requirements:
Time Type:
Full timeMore Info
Key Skills
Email Call Etiquette
Suspicious Activity Probing
Fraud Voice Operations
Account Takeover Response
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.