Job DescriptionJob 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 andguide agents on process and operational requirements. N
Support recent 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. N

nReporting & Administration
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Maint

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