Sr SME Operations

Overview

Sr SME Operations provides support to agents, including coaching, feedback, learning sessions, and escalation handling to ensure service performance. The role also involves monitoring quality/metrics and managing certain customer calls and requirement clarifications.

What you'll do

• Provide floor support to agents (Subject Matter Expert).
• Conduct learning sessions, coaching, and feedback for agents.
• Assist in driving team metrics.
• Monitor service level closure regularly.
• Ensure prompt escalations to the Team Captain.
• Supervise the team in the absence of the Team Captain.
• Monitor team performance and quality scores, and handle production/escalated calls.
• Clarify customer requirements and confirm understanding of solutions, providing additional customer education as needed.

What you'll need

• Graduation (education requirement).
• Ability to identify improvement areas and add value to the program.
• Effective written and verbal communication skills.
• Attentiveness to customer needs and concerns with empathy.
• Ability to learn with strong problem-solving skills.
• Strong probing and problem-solving skills.
• Ability to resolve customer queries independently, including complex queries.

Details

• Employment type: Full time.
• Location: India, Bangalore - Divyashree.