– SME / Operations Coordinator

nFunctions: Customer Service and Back-Office Operations

nLocation: Bangalore, India – On-site

nEmployment Type: Full-time

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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

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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.

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nKey Responsibilities

nSME & Process Support

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

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

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

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

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nEssential

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

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- Experience supporting UK customer operations.
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- Experience in Retail , Utilities, Telecom Billing, Collections or similar environments.
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- Experience working across multiple Lines of Business.
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- Experience with QA, root-cause analysis or process improvement.
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- Experience coordinating IT/access requirements.
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📌 SME (Subject Matter Expert)/ Operations Coordinator (Bengaluru)
🏢 Konecta
📍 Bengaluru