About the Role:
The SME will be responsible for supporting current 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.

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 recent agents
Coach Rookies on objection handling techniques and effective rebuttals
Monitor and support Rookie performance to ensure KPI achievement as per the milestone plan (100% by M4)
Maintain individual performance while balancing floor support responsibilities

Key Result Areas:
100% target achievement by all assigned Rookies during OJT
Zero errors in disposition and ticketing




Escalation Management
Rookie readiness in objection handling
100% KPI compliance by Rookies by Month 4 (M4)

Competencies (Skills essential to the role):
Excellent product and process knowledge
Strong communication skills
Familiarity with all process steps and common call scenarios

Educational Qualification / Other Requirement:
HSC
Minimum 6 months of experience in the system (80% + QA score, 90% PKT score, 85% Target Achievement MOM - Last 3 months).

Role Type / Key working relationships:
Individual Contributor
Internal team
External stakeholders

What can you expect from RPCI?
Our values lie at the core of our mission and vision. We believe that it’s our people who make our company what it is. We believe in:
Service
Relationships
Teamwork
Responsibility

DEI statement: At RPCI, we believe in commitment to build an inclusive, diverse workplace welcoming to people of all backgrounds.

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