We are looking for a Subject Matter Expert (SME) to act as a Junior Team Leader and primary point of operational support for agents handling US restaurant takeout orders under the eAgent process. This role focuses on real-time floor support, issue resolution, performance guidance, and ensuring smooth daily operations.
Roles and Responsibilities
- Provide real-time floor support to agents for call handling, order processing, and system-related queries.
- Assist in resolving customer and restaurant partner issues with minimal impact on service levels.
- Manage the assigned team and ensure adherence to process guidelines, scripts, and service standards.
- Handle day-to-day operational escalations in coordination with Supervisors and Quality teams.
- Monitor agent performance and provide instant feedback, coaching, and guidance.
- Support current joiners during nesting and initial production phases.
- Act as a process expert and communicate product, system, and process updates to the team.
- Partner with Trainers and Quality teams during rollouts, pilots, and process changes.
- Share operational updates, challenges, and observations with Supervisors.
- Contribute to shift-level reports and operational trackers.
Skills and Qualifications
- Bachelors degree in any discipline (preferred).
- Strong knowledge of the eAgent process.
- Good problem-solving, decision-making, and multitasking abilities.
- Strong communication and interpersonal skills.
- Leadership mindset with the ability to guide and influence peers.