Senior SME, Operations - Floor Coach & Trainer

Concentrix Malaysia is seeking a Sr. SME, Operations to provide floor support, lead learning sessions, and coach agents to improve performance.

You will monitor service levels, take production and escalated calls, and ensure timely escalations to the Team Captain, while guiding juniors. Strong communication and problem-solving are valued.

This role combines hands-on coaching with team leadership within a dynamic call-center environment.