Job Description

Job Description

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

Job Title

Sr. SME, Operations

Essential Functions / Core Responsibilities

  • Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).
  • Assist 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 more complex aspects of the process. No outstanding disciplinary, attendance or performance issues. Analyzes process‑related problems and suggests possible solutions. ...

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