Sr. SME, Operations

1 month ago


bangalore, India Concentrix Full time
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 day-to-day supervision of a group of associates including work and hygiene metrices as per CNX Policy & SOW.
  • Regularly impart effective coaching to team members, enabling consistent high-performance delivery.
  • Ensure service delivery to our customers meets contractual key performance indicator (KPI’s).
  • Identify issues, carry out (RCA) Root Cause Analysis on cases that don’t meet expectations and implement process fix (in conjunction with Process Owners) to prevent future occurrences.
  • Utilize proactive approach as indicated in the client model, looking beyond the case to wider customer account activity and support needs.
  • Communicate timely updates on updated process changes.
  • Provide SME expertise in handling customer escalations.
  • 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. Attending required manager development trainings.
  • Collaborate with cross-functional partners, client, and vendor representatives along with other resources in support of successful customer outcomes.
  • Identify issues, carry out (RCA) Root Cause Analysis on cases that don’t meet expectations and implement process fix (in conjunction with Process Owners) to prevent future occurrences.
  • Proactively share tacit knowledge gained through customer interactions via KM contribution approach so that knowledge can be leveraged by the entire team.
  • Focus on process improvement and automation opportunities via identification, qualification, and development of improvement ideas in conjunction with the client staff.

Key skills & knowledge:

  • Able to add value to the program by identifying improvement areas
  • Ability to effectively communicate, both written and verbally
  • 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 ‘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 Bangalore - MTP C4, 3rd Flr

Language Requirements:

Time Type:

Full time2024-05-31


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