Posted 1w ago
Pay
Salary (undisclosed)
Location
Bangalore, India
On site
Apply by
14 Oct
5 days left
Skills this role screens for
Opens on Concentrix's site. Sign in first and we keep it in your pipeline.
About the role
Concentrix is hiring for the role of Sr SME Operations!
The work
•
Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).
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Assist in driving metrics of the team
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Monitor closure of service levels regularly.
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Ensure prompt escalations to Team Captain.
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Supervise team in the absence of the Team Captain.
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Monitor performance and quality scores of team.
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Take production calls as well as escalated calls.
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Clarify customer requirements; probe for and confirm understanding of requirements or problem
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Confirm customer understanding of the solution and provide additional customer education as needed.
Who they want
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Able to add value to the program by identifying improvement areas
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Ability to effectively communicate, both written and verbally
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Listen attentively to customer needs and concerns; demonstrate empathy
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Ability to learn including strong problem-solving skills
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Demonstrate strong probing and problem-solving skills
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Should be able to resolve customer queries independently
•
Also
From a public listing board (Unstop).
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