Sme (Subject Matter Expert)

**I.JOB SUMMARY**:**II.DUTIES AND RESPONSIBILITIES**1.
Provide floor support, learning sessions, coaching & feedback to agents2.
Assists in driving metrics of the team3.
Serves as a CP360 ambassador by delivering a high level of professionalism and quality through the delivery of exceptional customer service and support by utilizing strong verbal and written communication skills and effective telephone techniques.4.
Taking calls for a certain percentage of the day/week/month as prescribed by Operations Leadership5.
Builds relationships and rapport with customers through a conversational and consultative approach.6.
Provide hands-on support and guidance to representatives, assisting them when needed in handling complex scenarios.7.
Conduct regular one-on-one coaching sessions to address performance gaps and provide constructive feedback for improvement.8.
Share insights on observations found during auditing to the Training Department for enhancement of...