Subject Matter Expert
Concentrix
PHL Quezon City - Eton; PHL NCR QC Work-at-Home Posted Discovered via the company's careers siteMatch locked
Full-time1+ years exp
About the role
Job Title:
Subject Matter Expert
Job Description
Provide foundational support to Advisors, facilitating learning and development. Your role will focus on floor support, basic coaching, and assisting in driving team metrics.
Essential Functions/Core Responsibilities
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Floor Support
Provide immediate assistance and guidance to agents during operations.
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Learning Sessions
Conduct basic training sessions to enhance the team's knowledge base.
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Coaching & Feedback
Offer regular feedback and coaching to improve agent performance.
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Monitor Service Levels
Assist in monitoring and striving for the closure of service levels.
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Escalations Management
Ensure prompt and accurate escalations to the Team Captain.
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Take Production Calls
Handle production calls and support the team by taking escalated calls when necessary.
Candidate Profile
- Associate's Degree in a related field is preferred, with less than one year of relevant experience.
- Ability to think clearly and can explain complex issues effectively, both above average written and verbally
- Demonstrate product expertise
- Dependable with proficient attention to detail and ability to solve complex issues
- Basic understanding of performance metrics and quality scores.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Location:
PHL Quezon City - Eton
Language Requirements:
Time Type:
Not included in the source posting: about the role, qualifications, benefits.
Who can apply
The employer didn't state any visa, work authorization, citizenship or clearance requirements in this posting. Confirm with the employer before applying.
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