Associate, Operations at CNX

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

13 Jun, 26

Salary

0.0

Posted On

15 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Shift Work, Communication Skills, Critical Situation Management, High Workload Management, Interpersonal Skills, Technical Inclination, Task Prioritization, Multitasking

Industry

IT Services and IT Consulting

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: Maintain service level agreement for new cases. Assign Cases out to the appropriate Engineers within the defined SLA. Provide accurate response on Severity issues, expired and misroute cases Work hand in hand with the Team Managers in identifying engineers who can work on providing accurate solution to customer issue and escalated cases. Ensure callback expectations are met and not missed for abandoned cases in queue. Work with DM’s in other support groups to get customers the right support team when required Address issues via all available modes of communication like phone lines, email alias and communicator. Inform the customer on when they will be contacted if a callback is missed and then inform the Engineers about the re-set callback expectations Make sure cases are moved to Engineers with the bandwidth (as and when possible) to do the callbacks. Inform the Engineers on how to get in touch with the teams they would want to collaborate to reach a solution for the customer’s issue. Take an active role in identifying changes that could improve our level of service for customers Engage managers during high customer impact situations Key skills & knowledge: Open to work in Shifts Good Communication Skills Ability to manage Critical Situations Ability to manage high workload situations Good Interpersonal Skills Should have Technical Inclination Should be able to Prioritize tasks real time Should be able to Multitask 1+ Years experience in any industry with required above skillsets. Education – Graduate / Undergraduate 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.' Location: IND Bangalore - Ecospace Bus Park Language Requirements: Time Type: Full time Mission: Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries. Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.

Responsibilities

The Associate, Operations is responsible for maintaining service level agreements by assigning new cases to appropriate engineers within defined SLAs and ensuring accurate responses for severity, expired, and misrouted cases. This role also involves managing callback expectations for abandoned cases and collaborating with other support groups to ensure customers reach the correct support team.