Retail & Ecommerce SME — Operations Coach & Performance Lead

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

***Prefers who can join ASAP

***Prefers with Sales Background Experience

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.