Subject Matter Expert

2 months ago


Dubai, United Arab Emirates Concentrix Full time


JobDescription

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

EssentialFunctions/Core Responsibilities

  • Provide floor support, learningsessions, coaching & feedback to agents (Subject MatterExpert).
  • Assists in driving metrics of theteam
  • Monitor closure of service levelsregularly.
  • Ensure prompt escalations to TeamCaptain.
  • Supervise team in the absence of theTeam Captain.
  • Monitor performance and qualityscores of team.
  • Take production calls as wellas escalated calls.

Career FrameworkRole

Works autonomously within establishedprocedures and practices; seeks guidance in the more complexaspects of the process (extensive latitude for independentjudgment). Does not have any outstanding disciplinary, attendanceor performance issues. Analyzes process-related problems andsuggest possible solutions. Guides and trains junior team memberand facilitates their work. Demonstrates mastery of requiredbehaviors/competencies such as the ability to teach/coach otheragents and/or support the program by performing data analysis work.Client feedback must be favorable for progression to this level.Opportunity to progress here is dependent on business needs. Callhandling tasks may be required as business needsdictate.

Supplemental GeographicalInformation

RECRUITER ENTER THE APPLICABLELANGUAGE:

UNITED KINGDOM- EXCLUDE HIGH SCHOOLINFORMATION IN CANDIDATE PROFILESECTION

PHILIPPINES

  • Minimum of two years of collegeeducation with at least 12 to 18 months of call centerexperience
  • Ability to think clearly and canexplain complex issues effectively, both above average written andverbally
  • Demonstrate productexpertise
  • Dependable with proficient attentionto detail and ability to solve complexissues
  • Can train others

INDIA

  • Able to add value to the program byidentifying improvement areas
  • Ability toeffectively communicate, both written andverbally
  • Listen attentively to customer needsand concerns; demonstrate empathy
  • Clarifycustomer requirements; probe for and confirm understanding ofrequirements or problem
  • Confirm customerunderstanding of the solution and provide additional customereducation as needed
  • Ability to learn includingstrong problem solving skills
  • Demonstratestrong probing and problem solvingskills
  • Should be able to handle complexqueries
  • Should be able to resolve customerqueries independently

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