Job DescriptionJob 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 OverviewnWe 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 ResponsibilitiesnSME & Process Support Nn 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. NnAgent Support & Coaching Nn Coach, mentor andguide 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 unnecessaryescalations to Team Leaders.



NnReporting & Administration Nn Maintain productivity, attendance, capacity and allocation trackers. N Prepare accurate intraday and EOD reporting inputs. N Identify trends, exceptions and operational risks from available data. N Coordinate system/access requirements with IT and relevant support teams. N Track operational issues through to resolution. NnSME / Operations Coordinator supports: Nn Operational coordination N Case/work allocation N Process and complex case support N Agent coaching and mentoring N Training and refresher sessions N Operational reporting N IT/access coordination N Process improvement NnCandidate Requirements NEssentialnn 3+ years of BPO / customer operations / back-office experience. N Minimum 2 years of hands-on experience as an SME, Deputy Team Leader, Senior Process Associate, Process Coach or equivalent. N Proven experience supporting day-to-day operations and agents. N Experience handling complex process queries and escalations. N Experience with workload/case allocation, queue management or operational coordination. N Experience preparing operational/productivity reports and using Microsoft Excel. N Experience coaching, mentoring and supporting agents. N Ability to lead processand refresher training when required. N Strong written and spoken English. N Solid problem-solving,analytical and decision-making skills. N Strong ownership, organization and follow-through. N Ability to manage multiple priorities and work independently. N Ability to quickly learn and support multiple processes. NnPreferredn N Experience supporting UK customer operations. N Experience in Retail, Utilities, Telecom Billing, Collections or similar environments. N Experience working across multiple Lines of Business. N Experience with QA, root-cause analysis or process improvement. N Experience coordinatingIT/access requirements. N

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