Job Description

Foundever is currently seeking a Subject Matter Expert for their Telecom Process into ISP for Navi Mumbai Airoli location. Please see below some of the responsibilities of the SME role:


Support Team/Coach (SME) shall:

  • Support in the new hire experience classroom including crosschecks and contact handling.

  • Possess knowledge of where learners are in their learning whenever providing support.

  • Facilitate debrief sessions.

  • Observe and support contact handling, observe behaviors such as hold, tool usage, and efficient navigation.

  • Attend and engage in the reinforcement training and contribute when applicable.

  • Support questions through various communication tools.

  • Supervise assigned team to meet or exceed client and corporate goals including C-SAT and FCR, Operational metrics, Quality, Customer satisfaction, Client satisfaction, and Profitability/Productivity.

  • Regular monitoring, coaching and development of agents with the team. Implement agent recognition programs under direction of Manager Site Operations. Share best practices across teams and build spirit of teamwork.

    • Process : Experience in Voice Process is mandatory (International)

    Background : BPO Experience

    Shift Window : 24 x 7

    Week offs : Any 2 days in a week

    Location : Airoli

    Experience Target : Experience in handling team, have managed clients, hands on excel and people management skills

    Skills : Good communication skills, Excel knowledge, People management, Leadership skills, Quick Learner, Adaptability, handled attrition & shrinkage, Schedule Adherence, Login Hours Breaks, CSAT, DSAT, AHT, Bottom Quartile Management, NPS

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