Sr. SME, Operations- Mandarin
ConcentrixKuala Lumpur, Kuala Lumpur, Malaysia
Posted May 30, 2025
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- Mandarin provides floor support, learning sessions, coaching & feedback to agents. The role involves driving metrics, monitoring service levels, and ensuring prompt escalations. The role is autonomous and requires guiding and training junior team members.
Requirements
- Provide floor support, learning sessions, coaching & feedback to agents
- Assists 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