Operations Support (SME)

Your role & 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.

Your skills & qualifications

• Associate or bachelor’s Degree in related field from a four-year college or university with two to four years of relevant experience preferred
• Strong communication skills, both written and verbal
• Proficiency in Microsoft Office
• Flexibility on 24/7 environment