Sme, Operations

2 weeks ago


Kolkata, West Bengal, India Webhelp Full time

Customer Service/Support

Location

  • Kolkata, India***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 daytoday 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 ('KPIs') and financial expectations.
  • Communicate expectations to employees and provide timely updates.
  • 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:
- **
Location:IND Kolkata
  • DLF IT, Tower A, 3rd Flr

Language Requirements:

Time Type:

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