1 Job Description – Team Coach/SME 1. Position Objective  Primary role of a
Team Coach will be to be a floor support, who walks the floor and helps CSA with
queries to respond to inbound customer inquiries. They may also be needed to
take calls during peak volume dates on an as is when basis 2. Business
setting  Vertical : Operations  Process Name: Seattle  Scope: Customer
Service 3. Organization chart  Reporting To: Team Leader/Asst Manager 
Reportees (if Any): NA 4. Principal Accountabilities & Responsibilities R
Responsible” The Doer” - The individual(s) who actually do the job. The degree
of responsibility is defined by the accountable person. Responsibilities can be
shared. A Accountable “The Buck Stops Here” - The individual who is ultimately
accountable - their neck is on the line if the job isn’t done They have the
power of veto.



Only one ‘A’ can be assigned to an activity or decision. They can
delegate the ‘R’ (or choose to do them) C Consulted “In the Loop” - The
individual(s) who need to be consulted prior to a final decision or action being
taken. This is TWO-WAY communication. Consulted may not have a direct part in
the task but is impacted by its completion. Their input may be necessary. I
Informed “Keep in the Picture” - The individual(s) who need to be informed after
a decision or action is taken. This is ONE-WAY communication. Input from the
informed party is not necessary - but they will need to know. They may be
required to take action as a result of the outcome.

📌 Customer Service Domestic Voice Versant Team Member-BPS (India)
🏢 Hexaware
📍 India