Operations Associate Job in Bangalore at Concentrix

Concentrix is hiring for the role of Operations Associate!

Responsibilities of the Candidate:

• Provide account-specific KPI/SLA/SLO reporting and monitoring.
• Provide / process Account Knowledge / Process Updates
• Monitor account QA objective and account-specific quality reviews as needed including attending client QA calibration meetings.
• Work with Account Leadership to identify Help Desk process improvements and provide trend analysis as identified/needed (e.g., top ten calls review, etc.)
• Monitor baseline volumes and AHT. Account-specific problem management (e.g., monitor rejected cases, cases not accepted by Level 2, Sev 1 & 2 monitoring/root cause analysis)
• Respond and/or resolve account-specific customer complaints (e.g., complaint process documentation, complaint case tracking, etc.)
• Attend and participate in account-specific governance meetings, providing KPI/SLA/SLO reports, c-sat results, etc. (e.g., monthly & quarterly governance, QPRs, etc.)
• Provide on-call, after-hours account support as needed.
• Provide Level 1 agent testing as needed.

Requirements:

• 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 problems.
• 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.