01 Aug
|
Recognized
|
Chennai
01 Aug
Recognized
Chennai
Summary:
The Subject Matter Expert (SME) plays a critical role as the frontline operational support resource between frontline agents and Team Leads within a high -volume, 24/7 contact center setting. This role ensures consistent service quality across inbound and outbound voice, chat, and email channels by providing real -time guidance, resolving escalations, and maintaining adherence to SLAs, compliance standards, and client -specific processes. With deep domain expertise and C1 -level English proficiency, the SME drives performance excellence through coaching, process optimization, and data -driven insights. The position requires a proactive, detail -oriented professional who can thrive in a dynamic, fast -paced setting while supporting team stability during onboarding, transitions, and operational changes.
Responsibilities:
- Serve as the primary point of contact for agent queries, process clarifications, and complex customer cases.
- Deliver real -time floor support across voice, chat, and email interactions.
- Manage and resolve escalations within defined SLAs, ensuring timely and accurate resolutions.
- Partner with Team Leads to monitor agent performance, adherence, and queue health.
- Conduct side -by -side coaching, error correction sessions, and process refreshers.
- Lead root cause analysis (RCA) for process gaps, document findings, and present insights to stakeholders as required.
- Support onboarding, nesting,
and transition activities for recent hires and process updates.
- Develop and deliver reports, dashboards, and presentations to align internal and external stakeholders.