SME

Qualifications:

• At least 1 year and Up experience as a SME in a BPO industry
• Has interest in the leadership role
• Amenable for a shifting schedule

Job Responsibilities:

• Develop an in-depth understanding of the assigned process or area. Stay updated with best practices, new trends, and technological advancements related to the campaign.

• Provide comprehensive training and coaching to new hires and existing team members, enabling them to gain proficiency in the process and meet performance targets.
• Act as a point of contact for complex queries or issues that arise during shifts. Offer prompt solutions, troubleshoot problems, and escalate matters when necessary to ensure timely resolution.

• Meet with QA, Training and Ops team and join internal calibration to stay updated and aligned with the current process.
• Maintain and update process documentation, standard operating procedures (SOPs), and knowledge repositories to ensure a comprehensive and up-to-date knowledge base.
• Assist in the development of training materials, guides, and manuals to facilitate the onboarding of new team members and enhance their skill sets.
• Handle actual sessions on a regular basis to maintain process expertise, identify gaps and training needs.
• Assist Team leaders in enforcing current house rules and act as shift lead when no supervisor is available.