Sr. Sme, Operations Actions

Concentrix

Muntinlupa City, Philippines
Floor support for agents
Coaching and feedback to agents
Driving team metrics
The Sr. SME, Operations provides floor support, learning sessions, coaching & feedback to agents

Job Summary

  • The Sr. SME, Operations provides floor support, learning sessions, coaching & feedback to agents.
  • Monitors performance and quality scores of the team, takes production and escalated calls as needed.
  • Works autonomously within established procedures and practices, analyzing process-related problems and suggesting solutions.

Matching Summary

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

Skills & Requirements

Must-have

  • floor support for agents
  • coaching and feedback to agents
  • driving team metrics
  • monitoring service levels
  • handling escalated calls
  • analyzing process problems

Nice-to-have

  • ability to teach and coach
  • data analysis work
  • favorable client feedback
  • independent judgment
  • listening attentively
  • demonstrate empathy

Key Requirements

  • 12 to 18 months call center experience
  • Minimum two years college education
  • Ability to explain complex issues
  • Proficient attention to detail
  • Ability to solve complex issues
  • Can train others

Work Rights

Not specified

Tailored Resume

Cover Letter