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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:

• Groom new hires & provide floor support to enhance the customer experience

• Real Time support to advisors and monitor performance

• Identify root cause issues and recommend solutions.

• Effectively monitor and evaluate performance.

• Provide appropriate Coaching, evaluation feedback to Advisors.

• Handle voice calls and chat within the skill set.

• Perform transaction monitoring evaluations.

• Create, maintain and execute coaching plans, ensuring up-skilling to meet and exceed performance targets

• Work collaboratively with customers to deliver high levels of First Contact Resolution and Customer Satisfaction

Key Skills and knowledge :

• Excellent written & verbal communication skills

• Strong customer service aptitude

• Strong Excel & Analytical skills shall be an added advantage.

• flexible, sensitive and open minded when dealing with customers.

• Expertise & proficiency in Banking products preferably credit cards

• Knowledge of Quality metrics & guidelines

• Experience in coaching individuals via observation, feedback, mentoring and task demonstration

• Ensure the highest standards of service delivery are maintained, monitoring quality performance and providing feedback to team members.

• Conduct audits of processes and transactions to identify areas for improvement.

• Implement process improvements to optimize efficiency and customer satisfaction

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 Bangalore - MTP Karle 5th, 6th, 7th Floors

Language Requirements:

Time Type:

Full time

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