Job Description

The 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.

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