Sr. SME, Operations

Job Title:

Job Description

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:

• Responsible for providing day-to-day functional direction to agents (group will include employees from deaf community) within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations
• Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment via Indian sign language.
• Prepare and present training material through classroom learning, hands on demonstrations and supporting activities via Indian Sign Language.
• Accountable for achieving individual training performance metrics
• Support and partner with Operations to transition agents from training to production environment, ensuring competency levels meet business standards
• Maintain relevant product knowledge for each account by taking calls, attending client and cross functional meetings (as needed) and side by side observations
• Ensure effective and consistent communication with managers, peers and other resource groups- including day-to-day informal interaction with clients
• May support the Instructional Design team in designing and developing training materials for various instructional delivery methods including computer-based training, interactive, classroom training, and written job aids
• Measure the effectiveness of training programs using various feedback methods - focus groups, interviews and surveys that will lead to enhancement of training resources and programs based on results of evaluation
• Recommend curriculum modifications to Training Manager/Supervisor based on internal customer feedback and/or Training Needs Analysis
• Participate and contribute to continuous learning culture by maintaining engagement on change management, product and services releases, policies, processes and procedures

Key skills & knowledge:

• Certification in Indian Sign Language/ Proficient in Indian Sign Language
• Ability to effectively communicate in writing and orally
• Proficient in Microsoft Office & Good Knowledge about computers
• Ability to multi-task, meet timelines of deliverables and detail oriented
• Demonstrate strong probing and problem-solving skills
• Good people management, Analytical Skills / Quantitative skills
• Should be able to handle complex queries and resolve customer queries independently
• Strong organizational and Presentation skills
• Self-motivated and ability to drive initiatives to closure
• Analyses possible solutions using standard procedures and principles
• Builds knowledge of the organization, processes and customers
• Solves a range of straightforward problems

Educational Qualification:

• Bachelor's Degree

Disclaimer: -

'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:

Language Requirements:

Time Type:

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents