Concentrix
IT Services & IT-BPM
Sr. SME, Operations
- Location IND Hyderabad - Unit No. 201 2nd Flr Building 4 at K-Raheja, Mindspace
- Experience 5+ yrs
- Job type Full-time
- Posted 5 Oct 2026
- Qualification Master's
You will be taken to Concentrix’s own careers page to apply.
Job description
Job Title: Sr. SME, Operations Job Description The Sr. SME, Operations provides floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).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.
Job Description: SME, Operations – Fraud Voice This role focuses on live phone escalations, real-time transaction verification, and immediate account containment.
- Position: SME, Operations (Fraud Voice)
- Job Location: Hyderabad
- Total Experience: 5+ Years
- Relevant Experience: 2+ Years in Fraud Voice Operations (Customer-facing Fraud Inbound/Outbound)
Key Responsibilities
- Live Escalation Handling: Take over real-time de-escalation calls from customers querying suspicious account activities or blocked transactions.
- Voice Floor Support: Provide live support on the floor to assist agents in asking the right probing questions during high-risk calls.
- Call Quality & Metrics: Assist in driving customer-centric metrics, including Customer Satisfaction (CSAT), Average Handling Time (AHT), and First Contact Resolution (FCR).