Korean Sr. Sme, Operations

Concentrix

Cyberjaya, Malaysia
Floor support and coaching
Monitor service level closures
Handle escalated calls
Provides floor support, learning sessions, coaching & feedback to agents as a Subject Matter Expert

Job Summary

  • Provides floor support, learning sessions, coaching & feedback to agents as a Subject Matter Expert.
  • Assists in driving team metrics, monitors service level closures, and ensures prompt escalations to the Team Captain.
  • Works autonomously, analyzes process-related problems, suggests solutions, and guides/trains junior team members.

Matching Summary

Provides floor support, learning sessions, coaching & feedback to agents as a Subject Matter Expert.

Skills & Requirements

Must-have

  • Floor support and coaching
  • Monitor service level closures
  • Handle escalated calls
  • Analyze process problems
  • Teach and coach junior members

Nice-to-have

  • Drive team metrics
  • Supervise in absence of captain
  • Favorable client feedback
  • Independent judgment

Key Requirements

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

Work Rights

Not specified

Tailored Resume

Cover Letter