Sr SME

Selection Criteria: Applicant should have US or UK Banking experience or International Banking experience

This role is for a SME in Voice process.

Role:

DESIGNATION:

LOCATION: Hyderabad

YEARS OF EXPERIENCE: 2+ yrs

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:

• Leverage in-depth knowledge of banking and financial services to provide accurate and timely guidance to contact center agents.
• Stay up-to-date with industry trends, regulatory changes, and new technologies impacting banking and financial services.

1. Support and Guidance:

• Act as the primary point of contact for agents requiring assistance with complex issues or inquiries.
• Provide clear and detailed explanations to help resolve customer queries effectively.

2. Training and Development:

• Conduct training sessions and create training materials to enhance the knowledge and skills of new and existing contact center agents.
• Evaluate training effectiveness and recommend improvements to ensure high-quality customer service.

3. Process Improvement:

• Identify areas for process improvement to enhance the efficiency and effectiveness of contact center operations.
• Collaborate with team leads and managers to implement process changes and monitor their impact.

4. Quality Assurance:

• Participate in quality assurance activities, including call monitoring and feedback sessions, to ensure service standards are met.
• Develop and maintain quality assurance guidelines and procedures.

5. Documentation and Reporting:

• Maintain detailed and accurate documentation of processes, procedures, and knowledge base articles.
• Prepare reports on common issues, training effectiveness, and overall agent performance.

6. Stakeholder Collaboration:

• Work closely with other departments, such as Compliance, Risk, and Product Management, to ensure alignment and adherence to policies and procedures.
• Provide feedback and insights to product teams for service improvements and customer satisfaction enhancement.

7. Customer Relationship Management:

• Assist with managing high-priority or escalated customer issues to ensure swift and satisfactory resolution.
• Analyze customer feedback to identify trends, improve processes, and enhance service offerings.

8. Project Involvement:

• Participate in or lead projects aimed at improving service delivery, technology enhancements, or customer experience initiatives.
• Provide subject matter expertise during the development and roll-out of new products, services, or processes.

• Key skills and knowledge:
• Excellent written and verbal communication skills.
• International voice experience is a must to have.
• Qual

  ification :

  Graduate

Disclaimer:-

Role & responsibilities

Preferred candidate profile