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sr sme OperationsConcentrix

Workplace: Davao
Salary: Agreement
Work form: Full time
Posting Date: 23/06/2021
Deadline: 26/06/2021

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Please Note: Job cannot be performed in the state of Colorado, USA.
Job Title: Sr SME Operations
Job Description The Sr. 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:
UNITED KINGDOM- EXCLUDE HIGH SCHOOL INFORMATION IN CANDIDATE PROFILE SECTION
PHILIPPINES
Minimum of two years of college education with at least 12 to 18 months of call center experience
Ability to think clearly and can explain complex issues effectively, both above average written and verbally
Demonstrate product expertise
Dependable with proficient attention to detail and ability to solve complex issues
Can train others
INDIA
Able to add value to the program by identifying improvement areas
Ability to effectively communicate, both written and verbally
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
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: PHL Davao City
Language Requirements:
Time Type: Full time2021-06-21-07:00
Concentrix

Other Info

Davao City
Permanent
Full-time

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Concentrix

About the company

Concentrix jobs

Santa Rosa, Calabarzon


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About the company

Concentrix jobs

Santa Rosa, Calabarzon

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