SME - Operations
Foundever
SME - Operations
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:
Process: Experience in Chat or Blended Process is mandatory (International Chat or Blended process only no back office experience)
Background: BPO Experience.
Shift Window: 24 x 7
Week offs: Any 2 days a week
Location: Airoli Support Team/Coach (SME) shall:
- Senior Customer Service Executives with International Chat process experience are encouraged to apply for this position.
- 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.
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