We are hiring for a Subject Matter Expert (Lead on paper) for our Navi Mumbai(Airoli) location. This is a 5-day work from office opportunity with rotational shifts. Please see below the job description and qualifications required for the same.
Responsibilities, Qualifications and Experience
We are looking for an experienced SME who will assist the Team Manager to lead, develop and motivate a high-performance team of support professionals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you
Leads in this role get to:
Empower the Work:
Provide Sales and Support to team members through:
- Updating the team on a need-to-know basis with the most up-to-date product and process information.
- Identify and escalate cases requiring engagement levels within the next level of support.
- Review and assess cases. i.e., NPS/RCR/Refund Scrubs and other relevant cases.
- Provide awareness to Team Managers for any employee knowledge gap opportunities for coaching.
Provide Subject Matter Expertise through:
- Queue and Aux Monitoring: Provide immediate assistance to shorten handling time/omit unnecessary offline activities.
- Provide real-time support on Slack, Teams or In office for all consultants (i.e., Refunds/Transfer Approval/Discount/Review Account via Skip Access, if applicable and other related cases)
- Respond to advanced inquiries of a technical nature through cases management.
Impact the bottom line: Will review daily operations report to:
- Identify, investigate, and research opportunities based on the report.
- Participate in activities designed to improve Customer Satisfaction and Business Performance
- Review Open Cases and Sales Leads/Opportunities
- Review the state of high priority cases.
Strengthen relationships: To interact and communicate effectively cross-functionally and within various levels of the organization.
Take the lead: Willing
📌 Team Leader/Subject Matter Expert (Mumbai)
🏢 Sutherland
📍 Mumbai
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