Korean Sr. Sme Operations

Concentrix

Cyberjaya, Malaysia
Floor support for agents
Coaching and feedback delivery
Monitor service level closures
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.
  • 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 delivery
  • Monitor service level closures
  • Handle escalated calls
  • Analyze process problems
  • Korean language proficiency

Nice-to-have

  • Guide and train junior members
  • Data analysis work
  • Favorable client feedback
  • Adapt to business needs

Key Requirements

  • Minimum two years of college education (Philippines)
  • 12-18 months call center experience (Philippines)
  • Ability to explain complex issues
  • Demonstrate product expertise
  • Proficient attention to detail
  • Ability to solve complex issues
  • Can train others
  • Identify improvement areas
  • Effective communication skills
  • Listen attentively to customer needs
  • Demonstrate empathy
  • Clarify customer requirements
  • Confirm customer understanding
  • Strong problem solving skills
  • Handle complex queries independently

Work Rights

Not specified

Tailored Resume

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