SME & Team Leader Customer Experience (Voice & Semi-Voice)

Location: HSR Layout, Bangalore

Experience: 2+ Years in Team Handling (BPO / CX Operations)

Education: Graduation Mandatory

Compensation: Up to INR 6.5 LPA (SME) | Up to INR 7.5 LPA (Team Leader)

Work Schedule: 5 Days Working | 2 Rotational Offs

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IMMEDIATE JOINERS ONLY

About the Role

We are looking for high-energy, performance-driven Subject Matter Experts (SMEs) and Team Leaders (TLs) to join our growing International and Domestic Customer Experience operations in HSR Layout, Bangalore. If you have a proven track record of managing voice, semi-voice, or non-voice customer support teams, driving operational KPIs, and mentoring agents toward excellence, this opportunity is for you.

Key Responsibilities For Team Leader (TL):

- Lead and manage a team of 15 to 20 Customer Experience Executives across Voice and Semi-Voice channels.
- Monitor operational metrics including CSAT, FCR, SLA, Shrinkage, Attrition, and AHT to ensure team SLAs are consistently met.
- Conduct regular 1-on-1 feedback sessions, performance reviews, and coaching modules for team members.
- Handle customer escalations and act as the primary point of contact for operational challenges.
- Drive engagement, motivation, and professional development within the team.

For Subject Matter Expert (SME):

- Serve as the functional expert for process knowledge, product updates, and customer resolution workflows.
- Conduct floor support,



real-time query resolution, and side-by-side shadowing for new hires and underperforming agents.
- Audit interactions, identify process gaps, and deliver refresher training sessions to improve team quality scores.
- Collaborate with Quality and Training teams to create knowledge bases and standard operating procedures (SOPs).

Candidate Requirements

- Work Experience: Minimum 2+ years of experience in Team Handling / Floor Support within a BPO/CX environment (Voice, Semi-Voice, or Non-Voice background).
- Language Skills: Exceptional verbal and written communication skills in both English and Hindi.
- Education: Graduate in any discipline (Mandatory).
- Shift Readiness: Comfortable working in a 24/7 operational environment with 5 days working and 2 rotational days off.
- Problem Solving: Solid analytical, conflict management, and interpersonal skills.

Perks and Benefits

- Competitive CTC: Up to INR 6.5 LPA for SME | Up to INR 7.5 LPA for Team Leader.
- Complimentary Meals: Free lunch or dinner provided on-site.
- Work-Life Balance: Fixed 5-day work week with 2 rotational offs.
- Career Growth: Fast-track leadership progression opportunities in an expanding organization.
- Prime Location: Work out of a modern facility in HSR Layout, Bangalore.

How to Apply Interested candidates can share their updated CV via WhatsApp directly to our recruitment team:

- Contact 1: +91 (phone hidden)
- Contact 2: +91 (phone hidden)

📌 Team Lead & Subject Matter Expert( SME / ATL) | Fintech | Upto 7.5 LPA (Bengaluru)
🏢 KIAAKA GLOBAL
📍 Bengaluru