Job Opportunity: Associate, Operations
Location: IND Bangalore, India
Job Category: Operations, Contact Center
Concentrix, a dynamic global business services company that specializes in enhancing customer engagement and optimizing business performance through technology, is seeking a dedicated individual to join our team as an Associate in operations. Collaborate with visionary executives worldwide to fortify their businesses, exceed customer expectations, and maintain a competitive edge.
As an Associate in Operations at Concentrix, you will play a pivotal role in ensuring effective customer engagement and service excellence. Your responsibilities will include:
- Serving as the primary escalation point for Account Leaders, overseeing activities like root cause analysis of customer complaints and reviews of improvement action plans.
- Generating account-specific reports related to KPIs, SLAs, and SLOs and ensuring ongoing monitoring.
- Managing the dissemination and processing of Account Knowledge and Process Updates.
- Conducting account-specific quality performance assessments, attending client QA calibration meetings, and monitoring account QA objectives.
- Being the main contact for Account Leadership concerning Help Desk inquiries.
- Collaborating with Account Leadership to identify and implement Help Desk process enhancements, offering trend analyses (e.g., top ten calls review).
- Acting as a liaison for Level 2 Resolver Groups, handling tasks such as updating account knowledge, escalating cases, reviewing customer complaints, and reviewing account processes.
- Tracking baseline volumes and Average Handling Time (AHT).
- Overseeing account-specific problem management, which includes monitoring rejected cases, cases not accepted by Level 2, and conducting root cause analyses for Severity 1 & 2 cases.
- Addressing and resolving account-specific customer complaints, including documenting complaint processes and tracking complaint cases.
- Participating in account-specific governance meetings, presenting KPI/SLA/SLO reports, customer satisfaction results, and more.
- Providing after-hours account support as required.
- Conducting Level 1 agent testing when necessary.
To excel in this role, you should possess the following skills and qualifications:
- Proficiency in effective written and verbal communication.
- Active listening skills and the ability to empathize with customer needs and concerns.
- Skill in clarifying and confirming customer requirements and solutions.
- Adeptness in learning and strong problem-solving capabilities.
- Strong probing and analytical abilities.
- Capability to handle complex queries and provide independent resolutions.
- Graduation level education.
Location: IND Bangalore - Ecospace Bus Park
Language Requirements: [Specify if applicable]
Time Type: Full time
At Concentrix, we uphold integrity in our recruitment practices. We do not request candidates to pay fees for recruitment or processing in exchange for offer letters. All correspondence from Concentrix comes on official letterheads, bearing authentic signatures from appropriate Concentrix authorities.
This job description is a general overview of the position and may be subject to variations based on location and business requirements.
Post a Comment
Post a Comment