Job Description – SME / Operations Coordinator

Functions: Customer Service and Back-Office Operations

Location: Bangalore, India – On-site

Employment Type: Full time

Experience: 3+ years BPO / Operations experience, including 2+ years in an SME / Deputy Team Leader / Senior Process Associate / Process Coach or equivalent role

Reporting To: India Delivery Head / Operations Leadership

Role Overview

We are looking for an experienced SME / Operations Coordinator to support day-to-day operations across a multi-process B2B customer operations account.

The role will provide operational coordination, process/SME support, agent coaching, reporting, workload management and training support across Customer Service, Collections, Billing & Settlements and Back-Office Operations.

The ideal candidate should already be performing SME / Deputy TL-level responsibilities and be comfortable working across multiple processes, supporting agents, handling escalations and coordinating operational requirements.

Previous experience with the specific client/account is not mandatory.

Key Responsibilities

SME & Process Support

- Act as the first point of contact for process and case-related queries.
- Support agents with complex, unfamiliar or escalated cases.
- Provide guidance using approved SOPs and process documentation.
- Identify recurring process issues, knowledge gaps and training requirements.
- Support process changes, FAQs and knowledge documentation.
- Build and maintain working knowledge across all supported Lines of Business.

Agent Support & Coaching

- Coach, mentor and guide agents on process and operational requirements.
- Support new and developing agents during transition to production.
- Identify recurring performance or knowledge gaps and highlight them to relevant stakeholders.
- Help reduce unnecessary escalations to Team Leaders.





Reporting & Administration

- Maintain productivity, attendance, capacity and allocation trackers.
- Prepare accurate intraday and EOD reporting inputs.
- Identify trends, exceptions and operational risks from available data.
- Coordinate system/access requirements with IT and relevant support teams.
- Track operational issues through to resolution.

SME / Operations Coordinator supports:

- Operational coordination
- Case/work allocation
- Process and complex case support
- Agent coaching and mentoring
- Training and refresher sessions
- Operational reporting
- IT/access coordination
- Process improvement

Candidate Requirements

Essential

- 3+ years of BPO / customer operations / back-office experience.
- Minimum 2 years of hands-on experience as an SME, Deputy Team Leader, Senior Process Associate, Process Coach or equivalent.
- Proven experience supporting day-to-day operations and agents.
- Experience handling complex process queries and escalations.
- Experience with workload/case allocation, queue management or operational coordination.
- Experience preparing operational/productivity reports and using Microsoft Excel .
- Experience coaching, mentoring and supporting agents.
- Ability to lead process and refresher training when required.
- Strong written and spoken English.
- Strong problem-solving, analytical and decision-making skills.
- Strong ownership, organization and follow-through.
- Ability to manage multiple priorities and work independently.
- Ability to quickly learn and support multiple processes.

Preferred

- Experience supporting UK customer operations .
- Experience in Retail , Utilities, Telecom Billing, Collections or similar environments .
- Experience working across multiple Lines of Business.
- Experience with QA, root-cause analysis or process improvement.
- Experience coordinating IT/access requirements.

📌 SME (Subject Matter Expert)/ Operations Coordinator (Bengaluru)
🏢 Konecta
📍 Bengaluru