Associate, Operations

Full Job Description
Job Title:

Associate, Operations
Job 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.

Role and Key Responsibilities:

Essential Functions/Core Responsibilities

Primary escalation contacts for Account Leaders, such as customer complaint root cause & improvement action plan reviews
Provide account specific KPI/SLA/SLO reporting and monitoring.
Provide / process Account Knowledge / Process Updates
Account-specific Quality Performance (monitor account QA objective and account-specific quality reviews as needed including attending client QA calibration meetings)
Point of contact for Account Leadership for Help Desk inquiries
Work with Account Leadership to identify Help Desk process improvements and provide trend analysis as identified/needed (e.g., top ten calls review, etc.)
Liaison for Level 2 Resolver Groups (e.g., account knowledge updates, case escalations, customer complaint reviews, account process reviews etc.)
Monitor baseline volumes and AHT.
Account specific problem management (e.g., monitor rejected cases, cases not accepted by Level 2, Sev 1 & 2 monitoring/root
cause analysis)
Respond and/or resolve account-specific customer complaints (e.g., complaint process documentation, complaint case tracking, etc.)
Attend and participate in account-specific governance meetings, providing KPI/SLA/SLO reports, c-sat results etc. (e.g., monthly & quarterly governance, QPRs etc.)
Provide on-call, after hours account support as needed.
Provide Level 1 agent testing as needed.
Location:

IND Bangalore - Ecospace Bus Park
Language Requirements:

Time Type:

Full time
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