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:

• Leverage in-depth knowledge of banking and financial services to provide accurate and timely guidance to contact center agents.

• Stay up-to-date with industry trends, regulatory changes, and new technologies impacting banking and financial services.

Support and Guidance:

• Act as the primary point of contact for agents requiring assistance with complex issues or inquiries.

• Provide clear and detailed explanations to help resolve customer queries effectively.

Training and Development:

• Conduct training sessions and create training materials to enhance the knowledge and skills of new and existing contact center agents.

• Evaluate training effectiveness and recommend improvements to ensure high-quality customer service.

Process Improvement:

• Identify areas for process improvement to enhance the efficiency and effectiveness of contact center operations.

• Collaborate with team leads and managers to implement process changes and monitor their impact.

Quality Assurance:

• Participate in quality assurance activities, including call monitoring and feedback sessions, to ensure service standards are met.

• Develop and maintain quality assurance guidelines and procedures.

Documentation and Reporting:

• Maintain detailed and accurate documentation of processes, procedures, and knowledge base articles.

• Prepare reports on common issues, training effectiveness, and overall agent performance.

Stakeholder Collaboration:

• Work closely with other departments, such as Compliance, Risk, and Product Management, to ensure alignment and adherence to policies and procedures.

• Provide feedback and insights to product teams for service improvements and customer satisfaction enhancement.

Customer Relationship Management:

• Assist with managing high-priority or escalated customer issues to ensure swift and satisfactory resolution.

• Analyze customer feedback to identify trends, improve processes, and enhance service offerings.

Project Involvement:

• Participate in or lead projects aimed at improving service delivery, technology enhancements, or customer experience initiatives.

• Provide subject matter expertise during the development and roll-out of new products, services, or processes.

 Key skills and knowledge:

• Excellent written and verbal communication skills.

• International voice experience is a must to have.

 

•  Qualification : Graduate

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 - Unit No. 601, 6th Flr, Maximus Building 2A

Language Requirements:

Time Type:

Full time

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