Sr SME, Operations

Job Title:

Job Description

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:

• We are looking for a Subject Matter Expert for who has experience in managing a retail business, we are recruiting for one of the worlds renowned retail chains, candidate should be able to display strong metric management and manage customer escalations.
• 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 the Team Captain.
• Supervise team in the absence of the Team Captain.
• Monitor performance and quality scores of teams.
• Take production and escalated calls.

Key skills & knowledge:

• 2+ years of professional experience in content moderation
• Good communication skills -B2
• Understanding of operational and quality metrics
• Resilience - strong emotional fortitude and resilience in handling potentially sensitive content
• Critical thinking - ability to effectively navigate gray areas, break down complex problems and develop independent solutions.
• Efficient time management
• Ability to work non-standard hours as required.
• Strong attention to detail and analytical skills

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.'

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