Subject Matter Expert – Operations Supervisor

Summary about this job

Detail information about job Subject Matter Expert – Operations Supervisor. Terms and conditions vacancy

• Maintain and improve innovative solutions within a customer centric centre
• Design, implement and manage Service Level Agreement processes
• Thrive within a Global Fortune 500 Company and work with the best

We are Concentrix - a Fortune 500 company who continue to grow in New Zealand. This expansion means we can help save the day for more people. That's where you come in.

We run a call centre on behalf of one of New Zealand's leading air and travel companies, helping their clients across New Zealand and Australia. We are seeking a Subject Matter Expert Operations Supervisor to be responsible for facilitating services between our iconic client, account team and the Client Service Centre (CSC).

You will analyse, design, create and implement processes which will support the CSC client base with emphasis on the management of Service Level Agreements (SLA’s). Your ability to assist consultants with the correct procedures to resolve high severity problems and ensure we attain compliance will be critical to your success.

By developing innovative solutions and approaches to improve the quality of service the help desk delivers, you will support both new business acquisition and defend our existing client base in conjunction with the Operations Managers and Team Leaders.

SME responsibilities include:

• Assisting consultants to resolve high severity problems and maintain correct procedure
• Ensuring SLA’s are attained in accordance with contractual obligations and requirements
• Working with Team Leaders, Trainers, Quality Assurance Team and Operations Managers to roll out client specific training sessions
• Contributing to the achievement of CSC financial and operational targets with team or competency based improvements

Essential to be considered is:

• Demonstrated expert knowledge of processes for both QIK CARINA & AMPS
• The ability to have challenging conversations
• Professional business acumen and proven maturity
• Strong organization skills and time management
• A constant drive for self-improvement
• Good verbal and written communication skills
• Great people skills and team orientation

Why you will want to join us:

• Broaden your experience further in a global organisation
• A fun and exciting place to work, with a great team
• Opportunities to progress your career within the company
• On the job training and development and the support of a talented team of experts
• Excellent facilities and a discount to Unitec gym and sport centre
• Job satisfaction

All candidates must have current eligibility for permanent work in New Zealand to be considered and will complete standard pre-employment checks.