Job Title: SME, Operations Job Description The SME, Operations provides floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert). **Essential Functions/Core Responsibilities** + Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert). + Assists in driving metrics of the team + Monitor closure of service levels regularly. + Ensure prompt escalations to Team Captain. + Supervise team in the absence of the Team Captain. + Monitor performance and quality scores of team. + Take production calls as well as escalated calls. Location: PHL Iloilo City 4th Floor, Two Global Center, Megaworld Blvd, Iloilo Business Park, Mandurriao Language Requirements: Time Type: Full time **If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**