Associate, Operations

Overview

Associate, Operations at Concentrix responsible for managing new cases within defined SLAs, routing them to engineers, and ensuring accurate handling and callback expectations.

What you'll do

• Maintain service level agreements for new cases.
• Assign cases to appropriate engineers within the defined SLA.
• Provide accurate responses on severity issues and handle expired or misrouted cases.
• Ensure callback expectations are met for abandoned cases in queue.
• Coordinate with team managers to identify engineers who can deliver accurate solutions for customer and escalated cases.
• Address issues via phone, email alias, and communicator, and reset callback expectations when needed.
• Engage managers during high customer impact situations.

What you'll need

• 3+ years of experience in any industry.
• Ability to work in shifts.
• Good communication skills.
• Technical inclination.
• Ability to prioritize tasks in real time.
• Interpersonal skills to collaborate with teams.
• Ability to manage critical situations and high workload, and multitask.

Details

• Location: Bangalore, IND (Divyasree Towers, Bannerghatta Main Road).
• Time type: Full time.