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.
Robust 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