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 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 (‘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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