Korean Sr. SME Operations
ConcentrixSepang, Selangor, Malaysia
Posted November 27, 2024
Full Time
About the Company
We’re Concentrix. A global technology and services leader that powers the world’s best brands, today and into the future. We’re human-centered, tech-powered, intelligence-fueled. Every day we design, build, and run fully integrated, end-to-end solutions at speed and scale across the entire enterprise.
Job Description
The Sr. SME, Operations provides floor support, learning sessions, coaching & feedback to agents. Assists in driving metrics of the team, monitors closure of service levels, and ensures prompt escalations to Team Captain. Supervises team in the absence of the Team Captain, monitors performance and quality scores of team, and takes production calls as well as escalated calls.
Requirements
- Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert)
- Assist in driving metrics of the team
- Monitor closure of service levels regularly
- Ensure prompt escalations to Team Captain
- Supervise team in the absence of the Team Captain
- Monitor performance and quality scores of team
- Take production calls as well as escalated calls