- 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.
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
- Robust 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
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, varied workplace welcoming to people of all backgrounds.