Sr. Sme, Operations

Job Title:

Sr. SME, Operations

Job 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.

Role and Key Responsibilities:

• Meet and exceed the monthly targets of key customer impacting SLAs
• Provide Feedback to New Hires on product
• Proactively implement best practices across locations - add value to the business
• Conduct Training Need analysis and share feedback with stakeholders
• Interface with customers as per requirement
• Monitor advisors progress through the duration of production including providing coaching and developmental feedback. Conduct classroom training as per ramp planning.
• Participate in floor support activities including OJT Support, Refresher and Remedial trainings as required and ensure program effectiveness
• Drive continuous process improvement in program execution by providing documentation of existing processes, evaluation of likely scenarios.
• Develop strong inter-personal relationships with the team, to cohesively bond them together with the company and integrate them with the vision and core values of the organization
• Directly responsible towards fostering the development of the team by motivating them and ensuring career advancement
• Manage a team ; drive performance, manage queries and provide resolution
• Monitor Calls and provide feedback to advisors
• Ensure updated procedures are in place and updates are cascaded to the team, in a timely manner
• Apply performance management strategies - action plans
• Take production and escalated calls.

Key Skills and knowledge:

• Able to add value to the program by identifying improvement areas
• Effective oral and written communication skills; 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
• Willingness to work in a flexible schedule.
• Graduation is mandatory
• 1+ years experience in Travel / Aviation field is mandatory

Educational qualification: 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 Pune - Tech Park One, Blk A, 6th & 7th

Language Requirements:

Time Type:

Full time2024-02-08

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