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 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 Benefits 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 wide-ranging workplace welcoming to people of all backgrounds