The SME will be responsible for supporting new joiners during OJT by providing real-time guidance, resolving escalations, and ensuring process understanding and KPI achievement.
The incumbent will report to the Assistant Manager. The incumbent will have to work as part of a multi-functional team, and this involves collaboration with the internal team and external stakeholders.
Requirements
Job Responsibilities:
Provide real-time floor support to Rookies during their OJT phase
Assist Rookies in understanding systems, processes, and handling live customer scenarios
Take ownership of supervisor-level customer escalations as needed
Ensure accurate call dispositioning and ticket handling by new agents
Coach Rookies on objection handling techniques and effective rebuttals
Monitor and support Rookie performance to ensure KPI achievement as per...