Sr. SME, Operations

Job Title:

Sr. SME, Operations

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 expectation

 Key responsibilities:

50% production

Proficient in sign language

High performance delivery on all quality parameters

Audit calls on Product/process, Communication and soft skills parameters

Conduct audits and feedback for the targeted population with the objective of improving scores for training throughput or conversion

Data analysis and making designated reports/decks

Participate in calibrations to ensure consistent scoring & feedback delivery approach

Communicate to heighten awareness and focus on importance of positive customer experience.

Make recommendations and drive improvement

Reduce learning curve and help enhance product/process knowledge of new joiners

Ensure that internal policies, procedures, and compliance regulations are being followed

Customer/Client Interactions

By using knowledge of process, proactively identify areas of concern & highlight to the change Team

Prepare TNA , publish and execute for 100% closure

Real Time Support (Production/Live Support) on the floor as per the business requirement

Desired Skills:

Must have the ability to work under pressure

Understanding of Audit & Coaching process

Excellent writing and comprehension skills

Extremely good verbal & written communications skills

Knowledge of English communication - sentence construction, grammar, punctuation etc.

Ability to observe, analyse and give constructive feedback

Presentation, Feedback & Coaching skills

Hands on experience on MS-Office; preferably on MS-Excel, Power Point

Customer orientation

Customer Service Attitude

Effective problem solving skills

Highly energetic & enthusiastic

Interpersonal skills and Team work

Analytical Skills / Quantitative skills

Data Handling / data interpretation

Process orientation & structured thinking

Should be willing to work in 24/7 shifts (Day and Night Shifts - Rotational) with no fixed week off

Diploma in sign language interpretation is a must

Education details- 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 Gurugram - SP Infocity, Plot no 243 Udyog Vihar, Dundahera

Language Requirements:

Time Type:

Full time

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