Job Description
Job Description – SME / Operations Coordinator
nFunctions: Customer Service and Back-Office Operations
nLocation: Bangalore, India – In office
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 current 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

📌 Sme Subject Matter Expert / Operations Coordinator Bengaluru
🏢 Konecta
📍 Bengaluru