Sr. SME, Operations Full Time

Sr. SME, Operations

DESIGNATION : Sr. SME

LOCATION : Bangalore

YEARS OF EXPERIENCE : Minimum 2–3 years of experience in collections, with strong process knowledge.

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

Acts as a process expert for collections, providing guidance, training, and support to ensure operational excellence.

• Serve as the go-to expert for collections processes, policies, and compliance requirements.
• Support Team Leaders and agents in handling escalated or complex cases.
• Conduct refresher training sessions and assist in onboarding new agents.
• Monitor KPI trends and recommend process improvements to enhance performance.
• Collaborate with Quality and Training teams to maintain high standards of service.
• Audit calls and provide feedback to ensure compliance and quality.
• Accuracy in process adherence.
• Track PTP’s on daily and weekly basis for their span
• Reduction in escalations and errors.
• Training effectiveness (measured through post-training assessments).
• Contribution to improvement in team KPIs (e.g., recovery rate, compliance)

Key Skills And Knowledge

• In-depth knowledge of collections processes and compliance.
• Strong problem-solving and analytical skills.
• Strong negotiation skills
• Excellent communication and coaching abilities.
• Ability to work collaboratively across teams.

Educational qualification: Graduation

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.’