Job Description

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.


Key Responsibilities :

  • Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).

  • Drive team metrics

  • Regularly monitor closure of service levels 

  • Ensure prompt escalations to the Team Captain

  • Supervise team members in the absence of the Team Captain.

  • Monitor performance and quality scores of team members

  • Take production and escalated calls

  • Add value to the program by identifying improvement areas

  • Listen attentively to cu...

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