Job description 

The Sr. SME, Operations provides floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key Responsibilities:

· Meet and exceed the monthly targets of key customer impacting SLAs

· Provide Feedback to New Hires on product

· Proactively implement best practices across locations - add value to the business

· Conduct Training Need analysis and share feedback with stakeholders

· Interface with customers as per requirement

· Monitor advisors progress through the duration of production including providing coaching and developmental feedback. Conduct classroom training as per ramp planning.

· Participate in floor support activities including OJT Support, Refresher and Remedial trainings as required and ensure program effectiveness

· Drive continuous process improvement in program execution by providing documentation of existing processes, evaluation of likely scenarios.

· Develop strong inter-personal relationships with the team, to cohesively bond them together with the company and integrate them with the vision and core values of the organization

· Directly responsible towards fostering the development of the team by motivating them and ensuring career advancement

· Manage a team ; drive performance, manage queries and provide resolution

· Monitor Calls and provide feedback to advisors

· Ensure updated procedures are in place and updates are cascaded to the team, in a timely manner

· Apply performance management strategies - action plans

· Take production and escalated calls.

Key Skills and knowledge:

· Able to add value to the program by identifying improvement areas

· Effective oral and written communication skills; listen attentively to customer needs and concerns; demonstrate empathy

· Clarify customer requirements; probe for and confirm understanding of requirements or problem

· Confirm customer understanding of the solution and provide additional customer education as needed

· Ability to learn including strong problem solving skills

· Demonstrate strong probing and problem solving skills

· Should be able to handle complex queries

· Should be able to resolve customer queries independently

· Willingness to work in a flexible schedule.

· Graduation is mandatory

· 1+ years experience in Travel / Aviation field is mandatory

Educational qualification: Graduation