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Sr. SME, Operations
Concentrix Corporation
posted 16d ago
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Flexible timing
Key skills for the job
Job Description
- Groom new hires & provide floor support to enhance the customer experience
- Real Time support to advisors and monitor performance
- Identify root cause issues and recommend solutions.
- Effectively monitor and evaluate performance.
- Provide appropriate Coaching, evaluation feedback to Advisors.
- Handle voice calls and chat within the skill set.
- Perform transaction monitoring evaluations.
- Create, maintain and execute coaching plans, ensuring up-skilling to meet and exceed performance targets
- Work collaboratively with customers to deliver high levels of First Contact Resolution and Customer Satisfaction
- Excellent written & verbal communication skills
- Strong customer service aptitude
- Strong Excel & Analytical skills shall be an added advantage.
- flexible, sensitive and open minded when dealing with customers.
- Expertise & proficiency in Banking products preferably credit cards
- Knowledge of Quality metrics & guidelines
- Experience in coaching individuals via observation, feedback, mentoring and task demonstration
- Ensure 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 satisfaction
Employment Type: Full Time, Permanent
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What people at Concentrix Corporation are saying
Rating based on 5 Operations
reviews
Anonymous · Customer Success, Service & Operations
Work life is good
- Salary - Excellent+5 more
Should provide work from hometown or work from their places
Operations salary at Concentrix Corporation
What Concentrix Corporation employees are saying about work life
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