Job Description
The SME, Operations provides floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).
***Prefers who can join ASAP
***Prefers with Sales Background Experience
Essential Functions/Core Responsibilities
- Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).
- Assists in driving metrics of the team
- Monitor closure of service levels regularly.
- Ensure prompt escalations to Team Captain.
- Supervise team in the absence of the Team Captain.
- Monitor performance and quality scores of team.
- Take production calls as well as escalated calls.