Concentrix is for hiring Associate, Operations Role. Interested Candidates can go through the details and apply using the button provided at the bottom of the Post.
Are you ready to take your career to new heights? Concentrix is looking to hire driven individuals for the role of Operations Associate. If you're interested, keep reading to learn more about this exciting opportunity.
About Concentrix
Concentrix is a global leader in business process outsourcing and customer engagement solutions. Our dedication to providing exceptional services has led us to partner with organizations across various industries, helping them enhance customer experiences and achieve business growth. By harnessing advanced technologies and innovative strategies, Concentrix empowers businesses to streamline operations, boost customer satisfaction, and achieve lasting success. With a skilled workforce and a customer-focused approach, Concentrix has earned a reputation for excellence, integrity, and reliability in the industry. Our comprehensive range of services, including customer care, technical support, sales, and back-office support, is transforming the way companies connect and engage with their customers, fostering seamless interactions and enduring relationships.
| Field | Information |
|---|---|
| Company name | Concentrix |
| Website | www.concentrix.com |
| Job Role | Associate, Operations |
| Work Location | Bengaluru, India |
| Job Type | Full Time |
| Experience | Freshers/ Experienced |
| Qualification | Graduation |
| Batch | Not Mentioned |
| Package | 4 LPA (Expected) |
Job Description:
As an Operations Associate at Concentrix, you'll be a crucial part of our technology-driven business services firm. You'll work with forward-thinking executives worldwide, helping them future-proof their enterprises, stay competitive, and exceed customer expectations.
Roles and Responsibilities:
- Be the main point of escalation for Account Leaders, analyzing the root causes of customer complaints and devising improvement plans.
- Create account-specific reports on KPIs, SLAs, and SLOs, overseeing their monitoring.
- Manage the distribution and processing of Account Knowledge and Process Updates.
- Review account-specific quality performance, including client Quality Assurance (QA) calibration meetings.
- Act as the primary contact for Account Leadership for Help Desk inquiries.
- Collaborate with Account Leadership to identify potential Help Desk process enhancements and offer trend analysis.
- Serve as the intermediary for Level 2 Resolver Groups, sharing updates on account knowledge, case escalations, and more.
- Monitor baseline volumes and Average Handle Time (AHT).
- Take ownership of account-specific problem management, including monitoring rejected cases and analyzing incidents.
- Address and resolve customer complaints specific to the account, maintaining documentation and tracking cases.
- Participate in account-specific governance meetings, delivering reports on KPIs, SLAs, customer satisfaction, and more.
- Provide after-hours, on-call account support as needed.
- Conduct testing for Level 1 agents when necessary.
Key Skills:
- Effective written and verbal communication.
- Active listening and empathy during interactions.
- Problem-solving and critical thinking.
- Independent problem resolution.
- Strong aptitude for learning.
Education:
- Graduation
