Subject Matter Expert - Operations
- Foundever
- 1 - 3 years
- Mumbai
- 8 months ago
- Email to a friend
- Report this job
Job Description
Role & responsibilities
Support Team/Coach (SME) shall:
(i) Support in the new hire experience classroom including crosschecks and contact handling.
(ii) Possess knowledge of where learners are in their learning whenever providing support.
(iii) Facilitate debrief sessions.
(iv) Observe and support contact handling, observe behaviors such as hold, tool usage, and efficient navigation.
(v) Attend and engage in the reinforcement training and contribute when applicable.
(vi) Support questions through various communication tools.
(vii) 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
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Subject Matter ExpertEmployement Type: Full timeContact Details:
Company: FoundeverLocation(s): Mumbai
Keyskills: Bpo Operations Attrition Control Grievance Handling TAT SLA Process Improvement Customer Satisfaction Shrinkage Control Aht Client Satisfaction Training Floor Operations Quality Improvement Feedback Escalations Net Promoter Score KRA CSAT
Similar positions
Foundever
If youre thinking scale, think bigger and dont stop there. At Walmart Global Tech India, we dont just innovate, we enable transformations across stores and different channels for the Walmart experience. \\r\\n \\r\\nA regular day at Walmart Global Tech India means using technology to deliver leadin...
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in