Not specified (assumed to be on-site based on the context of the role).
Subject matter expertise in operations
Coaching and training junior agents
Handling escalated customer queries
The Sr. SME, Operations Actions position at Concentrix in Muntinlupa, Philippines, seeks an experienced individual to provide coaching, support, and quality monitoring for call center agents. The role emphasizes performance metrics, effective communication, and the ability to handle complex customer queries
Job Summary
The Sr. SME provides essential floor support, learning sessions, and coaching to agents to ensure operational excellence.
This role requires the candidate to monitor team performance, drive metrics, and handle escalated calls when necessary.
Candidates must demonstrate mastery of required behaviors including the ability to teach others and analyze process-related problems.
Matching Summary
Match Score: 85
The Sr. SME, Operations Actions position at Concentrix in Muntinlupa, Philippines, seeks an experienced individual to provide coaching, support, and quality monitoring for call center agents. The role emphasizes performance metrics, effective communication, and the ability to handle complex customer queries.