1. JOB DESCRIPTION – SUBJECT MATTER EXPERT (SME)

The Subject Matter Expert (SME) is responsible for driving operational excellence within the contact center by supporting Customer Service Executives (CSEs), ensuring process adherence, managing reporting, and handling escalations. The SME plays a critical role in performance monitoring, data analysis, and improving service quality and First Call Resolution (FCR).

1. ELIGIBILITY CRITERIA

1. EDUCATIONAL QUALIFICATION:
- Graduate (preferred)
- HSC candidates may be considered with minimum 24 months of relevant experience
2. WORK EXPERIENCE:
- Minimum 24 months of experience in inbound contact center processes
- Must have an excellent performance rating in previous role

- PRELIMINARY SCREENING

- Must clear a Written General Aptitude Test

- LANGUAGE PROFICIENCY

- English: Mandatory (Written & Spoken)
- Hindi & Marathi: Mandatory (Spoken)
- Additional regional language will be an advantage
- Candidates must pass a language proficiency test (written + spoken)

- COMPUTER TYPING SKILLS

- Minimum typing speed: 28 WPM (English)
- Maximum 3 attempts allowed; average score will be considered

- VOICE & ACCENT ASSESSMENT

- Must clear Voice & Accent Test (VNAT)
- Evaluation parameters include:
1. Pronunciation
2. Clarity
3. Intonation
4. Accent neutrality
5. Includes simulation of real call center scenarios

- FINAL INTERVIEW

- Final selection subject to interview by client
- Client reserves the right to accept/reject candidates

1. KEY REPONSIBILITIES

2. CASE RESOLUTION

Shift Subject matter expert along with Team Leader to review unresolved cases in coordination with the CRM / MGL officials.

1. REPORTING & MIS MANAGEMENT





Prepare & publish reports as per defined timelines:

- Agent Performance Report – Daily
- Hourly Report – Daily
- Inbound Report – Daily & Monthly
- Outbound Report – Daily
- Customer Feedback Report – Daily
- Customer Request Report on IVRS – Daily
- Telephone Line Status Report – Daily
- Average Talk Time Report – Weekly & Monthly

1. EXTRACT AND MANAGE REPORTS FROM:
- Salesforce
- SAP (ZCMS Reports)

- QUALITY MONITORING & COACHING

- Conduct call barging and live monitoring of CSE interactions
- Identify performance gaps and provide actionable feedback
- Ensure adherence to quality standards and SOPs

- ESCALATION HANDLING

- Handle first-level escalations from customers post-CSE interaction
- Coordinate resolution to ensure customer satisfaction
- Act as the first escalation point for technical issues in coordination with IT teams

- TEAM & PERFORMANCE MANAGEMENT

- Maintain and update CSE performance registers regularly
- Monitor individual and team performance metrics
- Support Team Leaders in driving performance improvements

- WORKFORCE COORDINATION

- Maintain and forward attendance and muster records for CSEs
- Ensure accurate tracking of workforce availability

- ANALYTICS & INSIGHTS

- Monitor call trends and patterns
- Analyze reports generated by Team Leaders




- Provide daily insights and briefings to CRM Head / designated stakeholders
- Recommend process improvements based on data insights

- CUSTOMER EXPERIENCE ENHANCEMENT

- Ensure high levels of First Call Resolution (FCR), especially for:
1. Billing-related queries
2. Name transfer requests

- Drive continuous improvement in service delivery and customer satisfaction

Key Skills & Competencies

- Strong analytical and reporting skills
- Proficiency in CRM and reporting tools (Salesforce, SAP)
- Excellent problem-solving and escalation management abilities
- Good communication and coaching skills
- Attention to detail and process orientation
- Ability to handle multiple priorities in a fast-paced environment

1. Other Requirements

- Willingness to work in rotational shifts, including night shifts.
- Flexibility to support peak volumes / surge requirements during billing cycles or campaigns
- Willingness to work in a target-driven and performance-oriented setting
- Ability to maintain data confidentiality and information security standards
- Comfortable handling sensitive or irate customers with professionalism
- Readiness to participate in calibration sessions, audits, and quality reviews
- Good time management and prioritization skills
- Willingness to work from alternate locations / disaster recovery sites if required
- Compliance with dress code, workplace policies, and code of conduct
- Ability to handle blended roles (voice + email + chat support)
- Ability to maintain consistent attendance during critical business periods
- Openness to feedback, coaching, and performance improvement plans

📌 Subject Matter Expert (Vashi)
🏢 3i Infotech
📍 Vashi