SME, Operations

1 month ago

Kolkata, India Concentrix Full time

Job Title:

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 expectations.

 

Role and Key Responsibilities:

  •  Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
  • Regularly impart effective coaching to team members, enabling consistent high performance delivery
  • Identify performance related issues, develop an action plan for improvement and  implement corrective action.
  • Ensure service delivered to our customers meets contractual Key Performance Indicator (âKPIsâ) and financial expectations.
  • Communicate expectations to employees and provide timely updates.
  • Provide subject matter expertise in handling escalated customer calls as needed.
  • Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.
  • Stay current on internal work processes, policies and procedures. Attend required manager development training
  • Promote CNX values- walk the talk and lead by example 

 

Key skills & knowledge:

  • Minimum 1 year experience in Air Travel domain with GDS booking experience.
  • Able to add value to the program by identifying improvement areas
  • Effective oral and written communication skills
  • 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

Educational Qualification: Graduate

 

Disclaimer:-

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ârecruitmentâ, âprocessingâ 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 Kolkata - DLF IT, Tower A, 3rd Flr

Language Requirements:

Time Type:

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