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1 week ago Be among the first 25 applicantsJob DescriptionThe Sr. SME, Operations provides floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).Job Title: Sr. SME (Taiwan-Native)Responsibilities:Provide floor support, learning sessions, coaching & feedback to agents.Assist in driving team metrics.Monitor service level closures regularly.Ensure prompt escalation to Team Captain.Supervise team in the absence of the Team Captain.Monitor team performance and quality scores.Handle production and escalated calls.Career Framework Role: Works independently within established procedures; seeks guidance for complex issues. Demonstrates mastery in coaching and data analysis. Client feedback should be favorable. Opportunities for progression depend on business needs. Call handling may be required.Geographical Requirements:UK: Exclude high school info in candidate profile.Philippines: Minimum two years college, 12-18 months call center experience, strong communication, product expertise, dependability, and ability to train others.India: Ability to identify improvements, communicate effectively, listen with empathy, clarify requirements, resolve queries independently, and demonstrate problem-solving skills.Additional Info:The above describes general responsibilities and is not exhaustive. Concentrix is an equal opportunity employer.Location: MYS KL Sentral - NU Tower 2, Level 21, 30, 31, 38 & 40Language Requirement: Mandarin (Required)Time Type: Full-timeApplication Privacy Notice: For California residents, see the privacy notice.Job ID: R1614703Seniority levelMid-Senior levelEmployment typeFull-timeJob functionInformation TechnologyIndustriesIT Services and IT Consulting #J-18808-Ljbffr