Sr. Sme, Operations- Mandarin

Concentrix

Kuala Lumpur, Malaysia
Floor support for agents
Learning sessions and coaching
Monitor service level closures
The SME, Operations provides floor support, learning sessions, coaching & feedback to agents

Job Summary

  • The SME, Operations provides floor support, learning sessions, coaching & feedback to agents.
  • Monitors performance and quality scores of the team, takes production and escalated calls.
  • Works autonomously within established procedures and practices, seeking guidance for complex aspects.

Matching Summary

The SME, Operations provides floor support, learning sessions, coaching & feedback to agents.

Skills & Requirements

Must-have

  • Floor support for agents
  • Learning sessions and coaching
  • Monitor service level closures
  • Handle escalated calls
  • Mandarin language proficiency

Nice-to-have

  • Analyze process problems
  • Guide and train junior members
  • Data analysis work
  • Favorable client feedback

Key Requirements

  • Minimum 12-18 months call center experience
  • Ability to explain complex issues effectively
  • Demonstrate product expertise
  • Proficient attention to detail
  • Ability to solve complex issues
  • Can train others

Work Rights

Not specified

Tailored Resume

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