Job Description
Job Title:SME OperationsJob DescriptionConcentrix 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: Groom new hires & provide floor support to enhance customer experienceReal Time support to advisors and monitor performanceIdentify root cause issues and recommend solutions.Effectively monitor and evaluate performance.Provide appropriate Coaching, evaluation feedback to Advisors.Handle voice calls and chat within their skill set.Perform transaction monitoring evaluations.Create, maintain and execute coaching plans, ensuring up-skilling to meet and exceed performance targetsWork collaboratively with customers to deliver high levels of First Contact Resolution and Customer SatisfactionKey Skills and knowledge: Excellent written & verbal communication skillsStrong customer service aptitudeStrong Excel & Analytical skills shall be an added advantage.flexible, sensitive and open minded when dealing with customers.Expertise & proficiency in Banking products preferably credit cardsExperience handling voice and chat transaction.Knowledge of Quality metrics & guidelinesExperience in coaching individuals via observation, feedback, mentoring and task demonstrationEnsure the highest standards of service delivery are maintained, monitoring quality performance and providing feedback to team members.Conduct audits of processes and transactions to identify areas for improvement.Implement process improvements to optimize efficiency and customer satisfactionEducational 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 Gurgaon Building 14 - 11F, Tower DLanguage Requirements:Time Type:Full timeIf you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
