Sme Operations Job in Concentrix

About Concentrix

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives worldwide to help future-proof their businesses, enabling them to stay ahead of competition and exceed customer expectations.

Role Overview

We are looking for a Customer Service Coach who will play a key role in supporting the development of new hires and enhancing the overall customer experience. The individual will provide real-time support to advisors, monitor performance, and ensure high-quality service delivery. This role involves coaching, feedback, performance evaluation, and process improvements within the banking domain, particularly focusing on credit card products.

Key Responsibilities

• New Hire Grooming & Floor Support: Support new hires with initial training and provide ongoing floor support to enhance customer interactions.
• Real-Time Support & Monitoring: Offer real-time assistance to advisors, ensuring they meet performance expectations and deliver excellent customer service.
• Performance Evaluation: Monitor and evaluate performance metrics, providing coaching and feedback to advisors.
• Coaching & Feedback: Develop coaching plans, conduct feedback sessions, and guide team members to improve their skills and performance.
• Transaction Monitoring: Perform transaction monitoring evaluations to ensure quality and accuracy in voice and chat transactions.
• First Contact Resolution: Work closely with customers to ensure high levels of first contact resolution and customer satisfaction.
• Process Improvement: Identify areas for process improvement and implement changes to optimize efficiency and customer satisfaction.
• Collaborative Teamwork: Work closely with the team and stakeholders to meet and exceed performance targets, ensuring the highest standards of service delivery.

Key Skills & Knowledge

• Communication Skills: Excellent written and verbal communication skills to effectively interact with customers and team members.
• Customer Service Aptitude: Strong ability to handle customer queries and concerns with sensitivity and professionalism.
• Analytical Skills: Strong Excel and analytical skills for performance tracking and reporting.
• Banking Knowledge: Expertise in banking products, particularly credit cards.
• Voice & Chat Experience: Proven experience handling voice calls and chat transactions in a customer service capacity.
• Quality Metrics: Knowledge of quality metrics and guidelines used to assess performance and maintain service standards.
• Coaching & Mentoring: Ability to coach individuals through observation, feedback, mentoring, and task demonstration.
• Process Audits & Improvement: Conduct audits of processes and transactions, identifying areas for improvement and implementing solutions.

Qualifications

• Educational Qualification: Graduate degree (any field).
• Experience: Experience in customer service, preferably in the banking sector, with a focus on credit card products.