Job Description

Description


The Sr. SME, Operations provides floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).

Essential Functions/Core Responsibilities

  • Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).
  • Assists in driving metrics of the team
  • Monitor closure of service levels regularly.
  • Ensure prompt escalations to Team Captain.
  • Supervise team in the absence of the Team Captain.
  • Monitor performance and quality scores of team.
  • Take production calls as well as escalated calls.

Career Framework Role 

Works autonomously within established procedures and practices; seeks guidance in the more complex aspects of the process (extensive latitude for independent judgment).  Does not have any outstanding disciplinary, attendance or performance issues.  Analyzes process-related problems and sugg...

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