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

📌 Sme (Subject Matter Expert)/ Operations Coordinator (Tumakuru)
🏢 Konecta
📍 Tumakuru