Sr. SME, Operations Job in Bangalore at Concentrix

Concentrix is hiring for the role of Sr. SME, Operations!

Responsibilities of the Candidate:

• Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert)
• Drive team metrics
• Monitor closure of service levels regularly
• Ensure prompt escalations to the Team Captain
• Supervise the team in the absence of the Team Captain
• Monitor performance and quality scores of team members
• Take production and escalated calls

Requirements :

• 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