Sr. SME, Operations
Concentrix
IND Hyderabad - Unit No. 201 2nd Flr Building 4 at K-Raheja, MindspacePosted Discovered via the company's careers siteMatch locked
Full time2+ years exp
About the role
Job Title:
Sr. SME, Operations
Job Description
The Sr. SME, Operations provides floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert). 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.
Job Description: SME, Operations - Fraud Voice
This role focuses on live phone escalations, real-time transaction verification, and immediate account containment.
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Position
SME, Operations (Fraud Voice)
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Job Location
Hyderabad
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Total Experience
5+ Years
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Relevant Experience
2+ Years in Fraud Voice Operations (Customer-facing Fraud Inbound/Outbound)
Key Responsibilities
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Live Escalation Handling
Take over real-time de-escalation calls from customers querying suspicious account activities or blocked transactions.
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Voice Floor Support
Provide live support on the floor to assist agents in asking the right probing questions during high-risk calls.
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Call Quality & Metrics
Assist in driving customer-centric metrics, including
Customer Satisfaction (CSAT), Average Handling Time (AHT), and First Contact Resolution (FCR)
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Risk Containment
Ensure agents execute immediate containment steps flawlessly (e.g., blocking cards, freezing accounts) to stop active fraud.
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Coaching & Call Calibration
Conduct side-by-side coaching sessions and calibrate calls with Quality Assurance to improve agent communication and compliance.
Domain-Specific Knowledge and Skills
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Customer Interaction
Exceptional verbal communication, active listening, and strong de-escalation skills when dealing with distressed fraud victims.
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Suspicious Activity Probing
Ability to verify transactions effectively while balancing risk mitigation and friction-free customer experience.
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Account Takeover Response
Mastery in handling live security/identity checks to confirm unauthorized account access patterns.
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Email & Call Etiquette
Perfect phone etiquettes and crisp professional communication for documenting account history post-call.
Educational qualification
Any Graduate or Masters
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:
IND Hyderabad - Unit No. 201 2nd Flr Building 4 at K-Raheja, Mindspace
Language Requirements:
Time Type:
Full time
Not included in the source posting: about the role, benefits.
Who can apply
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