Vacancy Description
Description
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.
Key Responsibilities :
Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).
Drive team metrics
Regularly monitor closure of service levels
Ensure prompt escalations to the Team Captain
Supervise team members in the absence of the Team Captain.
Monitor performance and quality scores of team members
Take production and escalated calls
Add value to the program by identifying improvement areas
Listen attentively to cu...
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