Senior SME

Overview

The Senior SME, Operations provides floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).

Essential Functions / Core Responsibilities

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

Career Framework Role

Works autonomously within established procedures and practices; seeks guidance in the more complex aspects of the process (extensive latitude for independent judgment). Does not have any outstanding disciplinary, attendance or performance issues. Analyzes process-related problems and suggest possible solutions. Guides and trains junior team member and facilitates their work. Demonstrates mastery of required behaviors / competencies such as the ability to teach / coach other agents and / or support the program by performing data analysis work. Client feedback must be favorable for progression to this level. Opportunity to progress here is dependent on business needs. Call handling tasks may be required as business needs dictate.

Supplemental Geographical Information

RECRUITER ENTER THE APPLICABLE LANGUAGE :

PHILIPPINES

INDIA

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Location

MYS Kuala Lumpur Sentral - NU Tower 2 - Level 9 & 10

Language Requirements

English, Mandarin

Time Type

Full time

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