Customer Service SME - Subject Matter Expert

· Responsible for team mentoring.

· Keep track of schedule adherence. Providing real time Floor Support to agents taking calls

· Handling the Escalation and Supervisor calls/sessions and taking Tier 1 calls for specific duration to keep yourself updated on the process knowledge

· Motivating the team members to achieve targets set by the company taking the key metrics into consideration.

· knowledge sharing and addressing issues of associates through floor walking, live call barging and providing feedback, coaching on the real time/historic basis.

· Taking regular sessions briefing mentees on critical issues affecting process as and when directed.

· Sharing quality audits coaching associates on appropriate measures to correct Quality Process hygiene.

· Contributing in offering recommendations for process product improvement to the Delivery Manager.

· Taking regular pre and post shift huddles discussing high and low pointers.

·  Candidates should be have as least 03 years experiences from senior customer service, and as least 01 year expience in SME at Call Center.

· Proficiency in employee development to assist employees in meeting the Performance Targets through Hiring, Coaching & Mentoring

· Ability to calibrate employee performance to the Performance Targets through monitoring and Coaching

· Ability to communicate and resolve issues that affect Performance Criteria

· Ability to share operational improvement and take action with other teams

· Ability to manage projects to improve employee performance

· Ability to handle escalations from employees on their team