Senior Subject Matter Expert - Operations

SR SME Job Title: SR SME 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. Key Responsibility : High performance delivery on all quality parameters Audit calls on Product/process, Communication and soft skills parameters Conduct audits and feedback for the targeted population with the objective of improving scores for training throughput or conversion Data analysis and making designated reports/presentations Participate in calibrations to ensure consistent scoring & feedback delivery approach Communicate to heighten awareness and focus on importance of positive customer experience. Make recommendations and drive improvement Reduce the learning curve and help enhance product/process knowledge of new team members Ensure that internal policies, procedures, and compliance regulations are being followed Customer/Client Interactions Leverage process knowledge to proactively identify areas of concern & highlight to the change Team Prepare TNA , publish and execute for 100% closure Real Time Support (Production/Live Support) on the floor as per the business requirement Desired Skills : Must have the ability to work under pressure Understanding of the Audit & Coaching process Excellent writing and comprehension skills Extremely good verbal & written communication skills Knowledge of English communication - sentence construction, grammar, punctuation etc. Ability to observe, analyse and give constructive feedback Presentation, Feedback & Coaching skills Hands on experience in MS-Office; preferably in MS-Excel and Power Point Customer orientation Customer Service Attitude Effective problem solving skills Highly energetic & enthusiastic Interpersonal skills and Team work Analytical and Quantitative skills Data Handling / data interpretation Process orientation & structured thinking. Should be willing to work in a 24/7 shift environment (Day and Night Shifts - Rotational) with no fixed week off( process works for six days) Education : 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 Hyderabad - LSR Tudor Vantage Sy No. 88/P Road No 10 Language Requirements: Time Type: Experience Level Senior Level