Job Title: Subject Matter Expert (SME) – International Inbound Voice

Location: Hyderabad / Bangalore

Client: Sagility

Notice Period: 30 Days

Job Summary

We are seeking a knowledgeable and proactive Subject Matter Expert (SME) to support an International Inbound Voice process. The SME will act as a bridge between agents and leadership, providing floor support, process guidance, and driving performance improvement.

Key Responsibilities

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Provide real-time floor support to Customer Service Executives (CSEs)

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Handle complex queries and customer escalations

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Assist in improving team performance on KPIs such as Quality, AHT, and CSAT

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Conduct refresher trainings and knowledge-sharing sessions

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Support new hires during nesting and transition phases

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Monitor calls and provide constructive feedback to agents

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Ensure process adherence and compliance with client guidelines

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Collaborate with Team Leaders and Quality teams for continuous improvement

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Maintain process documentation and updates

Eligibility Criteria

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Minimum 3.6+ years of experience as a CSE in International Inbound Voice process

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Strong understanding of call handling, customer service, and process workflows

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Good communication and interpersonal skills

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Experience in handling customer escalations and providing resolutions

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Flexibility to work in shifts

Preferred Skills

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Prior experience as an SME or in a support role is an advantage

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Exposure to healthcare/BPO domain is a plus

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Strong analytical and problem-solving skills

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Ability to multitask and work in a fast-paced setting

Education

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Graduate in any discipline

📌 Subject Matter Expert (Bengaluru)
🏢 Trigent Software
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