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).
Robust knowledge of the eAgent process.
Good problem-solving, decision-making, and multitasking abilities.
Solid communication and interpersonal skills.
Leadership mindset with the ability to guide and influence peers.

📌 Subject Matter Expert Eluru
🏢 Pringle Technologies
📍 Eluru