Lead, Operations

Job Title : Lead, 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.

Role and Key Responsibilities :

Act as the go-to expert on Telecom products, services, and processes

Handle complex or escalated calls that front-line agents are unable to resolve.

Provide floor support to agents in real time (side-by-side, whisper coaching, etc.).

Help identify call drivers and recommend resolution strategies

Conduct refresher training sessions, knowledge tests, and process updates.

Mentor new hires and existing team members on scripts, soft skills, and process knowledge.

Help create or improve training content based on common errors or knowledge gaps.

Monitor calls or interactions for accuracy, compliance, and customer satisfaction.

Participate in client calls, calibration sessions, and business reviews.

Ensure timely communication of updates, changes, or escalations to all stakeholders .

Key skills & knowledge :

Technical / Semi Technical troubleshooting Knowledge / Background is Essential

Telecom / DTH / Broadband Background preferred

Domain Expertise & Knowledge Sharing - in both Inbound / Chat

Strong oral and written communication skills

Willingness to work in a 24x7 shift environment with rotational WO

Good MS Office skills

With Correct Quality & Compliance posture

Educational Qualification : Graduate / Undergraduate

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 Kolkata 12th Floor on Block A, DLF IT Park I, New Town

Language Requirements :

Time Type :

Full time2026-01-05

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