Sr. SME, Operations

Job Title:

Sr. SME, Operations

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.
 

Essential Functions/Core Responsibilities

• 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.

Essential Functions/Core Responsibilities

• 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.

 

Career Framework Role 

• Work autonomously within established procedures and practices; seek guidance in the more complex aspects of the process (extensive latitude for independent judgment). 

• Does not have any outstanding disciplinary, attendance, or performance issues. 

• Analyze process-related problems and suggest possible solutions. 

• Guide and train junior team member and facilitate their work. 

• Demonstrate mastery of required behaviors/competencies such as the ability to teach/coach other agents 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.  Call handling tasks may be required as business needs dictate.

 

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.

Location:

IND Madhapur - Unit No. 601, 6th Flr, Maximus Building 2A at Mindspace, Hitec City

Language Requirements:

Time Type:

Full time2026-09-28