Immediate Joiner preferred
Subject Matter Expert (SME) - BPO Operations | Team Handling / Team Lead | Gurgaon

Company: Edge Business Solutions (Worxpertise)
Location: Sector 18, Gurgaon
Employment Type: Full Time | Work From Office

About Us
Edge Business Solutions (Worxpertise) is a growing Business Process Outsourcing (BPO) organization delivering customer service and operational excellence to clients across multiple industries. We are looking for a dynamic Subject Matter Expert (SME) who can drive team performance, support operations, and contribute to process excellence.

Job Summary
We are looking for an experienced Subject Matter Expert (SME) with robust operational knowledge and team management skills from a BPO background. The candidate will be responsible for floor support, team performance management, coaching, reporting, client coordination, audits, and process improvement initiatives. This role is ideal for professionals who have experience as a Team Leader, Acting Team Leader, Senior Process Associate, or SME within customer service, retention, or sales processes.





Key Responsibilities
- Provide floor support to agents and resolve process-related queries.
- Monitor team performance and achieve operational KPIs.
- Conduct daily team briefings and huddles.
- Analyze performance reports and MIS data.
- Deliver coaching, feedback, and performance improvement plans.
- Handle client communication and operational escalations.
- Conduct quality audits and identify improvement opportunities.
- Manage shrinkage, attendance, adherence, and attrition.
- Support process improvement and workflow optimization initiatives.
- Ensure compliance with company and client requirements.

Required Skills:
- Minimum 1 year experience as SME, Team Leader, or Acting TL in a BPO.
- Excellent communication skills in English and Hindi.
- Strong MS Excel skills including:
- VLOOKUP
- Pivot Tables
- Basic Reporting

Good understanding of BPO metrics:
- AHT
- CSAT
- Quality
- Producti

📌 Subject Matter Expert (Gurugram)
🏢 Worxpertise (Edge Business Solutions
📍 Gurugram