Concentrix is for hiring Associate, Operations Role

Concentrix is for hiring Associate, Operations Role. Interested Candidates can go through the details and apply using the link provided at the bottom of the Post.

About Concentrix

Concentrix is a globally recognized leader in business process outsourcing and customer engagement solutions. With a strong commitment to delivering exceptional services, Concentrix partners with organizations across various industries to optimize their customer experiences and drive business growth. By leveraging advanced technologies and innovative strategies, Concentrix empowers businesses to streamline operations, enhance customer satisfaction, and achieve sustainable success. With a highly skilled workforce and a customer-centric approach, Concentrix has earned a reputation for excellence, integrity, and reliability in the industry. Through its comprehensive range of services, including customer care, technical support, sales, and back-office support, Concentrix continues to transform the way companies connect and engage with their customers, ensuring seamless interactions and lasting relationships.

Concentrix Recruitment 2023

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

Position Title:

Operations Associate

Job Description:

Concentrix stands as a globally recognized technology-driven business services firm, specializing in enhancing customer engagement and elevating overall business performance. We collaborate with forward-thinking executives across the globe, enabling them to future-proof their enterprises, maintain a competitive edge, and surpass customer expectations.

Role and Primary Responsibilities:

• Serve as the primary point of escalation for Account Leaders, engaging in activities like reviewing the root causes of customer complaints and devising plans for improvement.
• Generate account-specific reports on KPIs, SLAs, and SLOs, while also overseeing their monitoring.
• Manage the dissemination and processing of Account Knowledge and Process Updates.
• Conduct reviews on account-specific quality performance, including client Quality Assurance (QA) calibration meetings.
• Act as the main contact for Account Leadership regarding Help Desk inquiries.
• Collaborate with Account Leadership to identify potential enhancements for the Help Desk process, offering trend analysis when necessary (e.g., review of top ten calls).
• Serve as the intermediary for Level 2 Resolver Groups, involving updates on account knowledge, case escalations, customer complaint reviews, and account process evaluations.
• Monitor baseline volumes and Average Handle Time (AHT).
• Take charge of account-specific problem management, encompassing the monitoring of rejected cases, cases not accepted by Level 2, and the analysis of Sev 1 & 2 incidents.
• Address and resolve customer complaints specific to the account, maintaining documentation of the complaint process and tracking complaint cases.
• Participate in account-specific governance meetings, delivering reports on KPIs, SLAs, SLOs, customer satisfaction results, and more (e.g., monthly & quarterly governance, Quarterly Business Reviews).
• Provide after-hours, on-call account support as required.
• Conduct testing for Level 1 agents when deemed necessary.

Key Skills & Proficiencies:

• Effective written and verbal communication skills.
• Attentive listening to comprehend customer needs and concerns, demonstrating empathy throughout interactions.
• Skill in clarifying customer requirements and confirming understanding of problems.
• Ensuring the customer comprehends the solution and offering additional education when needed.
• Strong aptitude for learning and adept problem-solving abilities.
• Proficiency in probing and effectively solving problems.
• Capacity to handle intricate queries and autonomously resolve customer issues.

Education:

• Graduation

How to Apply?

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• Ensure that your contact information is correct and up-to-date, and accurately reflect your qualifications and experience.
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