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Analyst, Operations in Quezon City, NCR at Concentrix

Date Posted: 3/16/2018

Job Snapshot

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Job Description

Subject Matter Expert
Concentrix is a leader in global business services with over 54,000 staff members worldwide. We have a presence in 24 countries. Built upon our experience spanning more than 40 years, we bring a fresh approach to the performance of business operations in the digital age. Our ultimate goal is to differentiate our clients in their marketplace and make them more competitive. With our holistic approach we bring deep domain knowledge to focus on process improvement, customer engagement and technology innovation. The clients that we serve are in the areas of Banking, Healthcare, Insurance, Technology, Consumer Electronics, Retail & E-Commerce, GovernmentMedia & Communications, Travel, Transportation & Tourism, and Automotive.
Job Description:
The successful candidate will provide support to identified team members in ensuring business goals and objectives are met.
Roles & Responsibilities
•         Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).
•         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.