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 agile Subject Matter Expert (SME) who can drive team performance, support operations, and contribute to process excellence.
Job Summary
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
- Productivity
- Shrinkage
- Attrition
Eligibility
- Graduate (mandatory)
- BPO Experience: 2+ Years
- SME/TL Experience: Minimum 1 Year