Vacancy 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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