Job Description
Job Description – SME / Operations Coordinator
nFunctions: Customer Service and Back-Office Operations
nLocation: Bangalore, India – On-site
nEmployment Type: Full time
nExperience: 3+ years BPO / Operations experience, including 2+ years in an SME / Deputy Team Leader / Senior Process Associate / Process Coach or equivalent role
nReporting To: India Delivery Head / Operations Leadership
nRole Overview
nWe are looking for an experienced SME / Operations Coordinator to support day-to-day operations across a multi-process B2B customer operations account.
nThe 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.
nThe 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.
nPrevious experience with the specific client/account is not mandatory.
nKey Responsibilities
nSME & Process Support
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- Act as the first point of contact for process and case-related queries.n
- Support agents with complex, unfamiliar or escalated cases.n
- Provide guidance using approved SOPs and process documentation.n
- Identify recurring process issues, knowledge gaps and training requirements.n
- Support process changes, FAQs and knowledge documentation.n
- Build and maintain working knowledge across all supported Lines of Business.n
nAgent Support & Coaching
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- Coach, mentor and guide agents on process and operational requirements.n
- Support new and developing agents during transition to production.n
- Identify recurring performance or knowledge gaps and highlight them to relevant stakeholders.n
- Help reduce unnecessary escalations to Team Leaders.n
nReporting & Administration
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- Maintain productivity, at