Job Description
We are looking for a knowledgeable and proactive Subject Matter Expert (SME) to support operations by providing guidance, resolving complex issues, and ensuring process adherence. The SME will serve as a key point of contact for agents and help drive team performance and quality.
Key Responsibilities:
Act as the primary support for agents on process-related queries and escalations
Provide real-time assistance in handling complex customer concerns
Monitor team performance and ensure adherence to processes and quality standards
Conduct coaching, knowledge-sharing sessions, and refresher trainings
Assist Team Leads in driving KPIs and improving overall team performance
Help in onboarding and training new hires
Coordinate with other departments to resolve operational issues
Qualifications:
At least 2nd year college completed or a college grad...
Key Responsibilities:
Act as the primary support for agents on process-related queries and escalations
Provide real-time assistance in handling complex customer concerns
Monitor team performance and ensure adherence to processes and quality standards
Conduct coaching, knowledge-sharing sessions, and refresher trainings
Assist Team Leads in driving KPIs and improving overall team performance
Help in onboarding and training new hires
Coordinate with other departments to resolve operational issues
Qualifications:
At least 2nd year college completed or a college grad...