Job Description: Subject Matter Expert (SME) - International Voice Process
Location: Goregaon Mumbai
Shift: US Rotational Shift
Working Days: 5 days a week
Call or share your CV at +91 (phone hidden)
[email protected]
Role Overview
We are hiring a Subject Matter Expert (SME) for an International Voice Customer Support process. The SME will support agents on the floor, help improve performance, and ensure process adherence.
Key Responsibilities
- Act as a process expert and support agents with queries and escalations
- Assist in floor management and daily operations
- Handle AHT, Shrinkage, and Attrition at a basic operational level
- Support team leads/managers in performance improvement
- Prepare and maintain Excel reports (daily/weekly MIS,
productivity, AHT, attendance)
- Ensure SLA and quality standards are met
Required Skills & Experience
- Experience in International Voice BPO
- Prior experience handling a team (on paper or informal floor support) is acceptable
- Good understanding of AHT, Shrinkage, Attrition, SLA
- Basic to good knowledge of MS Excel (reports, trackers)
- Solid communication and problem-solving skills
Who Can Apply
SME / Senior Agent / Acting TL with exposure to team handling
Candidates comfortable with US shifts
📌 Subject Matter Expert (Mumbai)
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