Job Title:

Job Description

Essential Functions/Core Responsibilities

Primary escalation contact 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

Desired Skills:

Must be a Graduate

Excellent Communication skills

Knowledge of MS Office

Career Framework Role 

Works autonomously within established procedures and practices; seeks guidance in the more complex aspects of the process (extensive latitude for independent judgment).  Does not have any outstanding disciplinary, attendance or performance issues.  Analyzes process-related problems and suggest possible solutions.  Guides and trains junior team member and facilitates their work.  Demonstrates mastery of required behaviors/competencies such as the ability to teach/coach other agents and/or support the program by performing data analysis work.  Client feedback must be favorable for progression to this level.  Opportunity to progress here is dependent on business needs.  Call handling tasks may be required as business needs dictate.

Supplemental Geographical Information

RECRUITER ENTER THE APPLICABLE LANGUAGE:

UNITED KINGDOM- EXCLUDE HIGH SCHOOL INFORMATION IN CANDIDATE PROFILE SECTION

PHILIPPINES  

• Minimum of two years of college education. No prior call center experience is required

• Ability to think clearly and can explain simple issues effectively, both written and verbally

INDIA  

• Ability to effectively communicate, both written and verbally

• Listen attentively to customer needs and concerns; demonstrate empathy

• Clarify customer requirements; probe for and confirm understanding of requirements or problem

• Confirm customer understanding of the solution and provide additional customer education as needed

• Ability to learn including strong problem solving skills

• Demonstrate strong probing and problem solving skills

• Should be able to handle complex queries

• Should be able to resolve customer queries independently 

Disclaimer  

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

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