Job Description
About the Role:
- The SME will be responsible for supporting new joiners during OJT by providing real-time guidance, resolving escalations, and ensuring process understanding and KPI achievement.
- The incumbent will report to the Assistant Manager. The incumbent will have to work as part of a multi-functional team, and this involves collaboration with the internal team and external stakeholders.
Requirements
Job Responsibilities:
- Provide real-time floor support to Rookies during their OJT phase
- Assist Rookies in understanding systems, processes, and handling live customer scenarios
- Take ownership of supervisor-level customer escalations as needed
- Ensure accurate call dispositioning and ticket handling by new agents
- Coach Rookies on objection handling techniques and effective rebuttals
- Monitor and support Rookie performance to ensure KPI achievement as per...