Job Title: Subject Matter Expert (SME) – International Inbound Voice
Location: Hyderabad / Bangalore
Client: Sagility
Notice Period: 30 Days
Job Summary
We are seeking a knowledgeable and proactive Subject Matter Expert (SME) to support an International Inbound Voice process. The SME will act as a bridge between agents and leadership, providing floor support, process guidance, and driving performance improvement.
Key Responsibilities
- Provide real-time floor support to Customer Service Executives (CSEs)
- Handle complex queries and customer escalations
- Assist in improving team performance on KPIs such as Quality, AHT, and CSAT
- Conduct refresher trainings and knowledge-sharing sessions
- Support new hires during nesting and transition phases
- Monitor calls and provide constructive feedback to agents
- Ensure process adherence and compliance with client guidelines
- Collaborate with Team Leaders and Quality teams for continuous improvement
- Maintain process documentation and updates
Eligibility Criteria
- Minimum 3.6+ years of experience as a CSE in International Inbound Voice process
- Strong understanding of call handling, customer service, and process workflows
- Positive communication and interpersonal skills
- Experience in handling customer escalations and providing resolutions
- Flexibility to work in shifts
Preferred Skills
- Prior experience as an SME or in a support role is an advantage
- Exposure to healthcare/BPO domain is a plus
- Strong analytical and problem-solving skills
- Ability to multitask and work in a fast-paced environment