SME / Operations Coordinator

Job Description SME / Operations Coordinator

Functions: Customer Service and Back-Office Operations
Location: Bangalore, India – On-site
Employment Type: Full-time
Experience: 3+ years BPO / Operations experience, including 2+ years in an SME / Deputy Team Leader / Senior Process Associate / Process Coach or equivalent role
Reporting To: India Delivery Head / Operations Leadership

Role Overview

We are looking for an experienced SME / Operations Coordinator to support day-to-day operations across a multi-process B2B customer operations account.

The role will provide operational coordination, process/SME support, agent coaching, reporting, workload management and training support across Customer Service, Collections, Billing & Settlements and Back-Office Operations.

The ideal candidate should already be performing SME / Deputy TL-level responsibilities and be comfortable working across multiple processes, supporting agents, handling escalations and coordinating operational requirements.

Previous experience with the specific client/account is not mandatory.

Key Responsibilities

SME & Process Support

• Act as the first point of contact for process and case-related queries.
• Support agents with complex, unfamiliar or escalated cases.
• Provide guidance using approved SOPs and process documentation.
• Identify recurring process issues, knowledge gaps and training requirements.
• Support process changes, FAQs and knowledge documentation.
• Build and maintain working knowledge across all supported Lines of Business.

Agent Support & Coaching

• Coach, mentor and guide agents on process and operational requirements.
• Support new and developing agents during transition to production.
• Identify recurring performance or knowledge gaps and highlight them to relevant stakeholders.
• Help reduce unnecessary escalations to Team Leaders.

Reporting & Administration

• Maintain productivity, attendance, capacity and allocation trackers.
• Prepare accurate intraday and EOD reporting inputs.
• Identify trends, exceptions and operational risks from available data.
• Coordinate system/access requirements with IT and relevant support teams.
• Track operational issues through to resolution.

SME / Operations Coordinator supports:

• Operational coordination
• Case/work allocation
• Process and complex case support
• Agent coaching and mentoring
• Training and refresher sessions
• Operational reporting
• IT/access coordination
• Process improvement

Candidate Requirements

Essential

• 3+ years of BPO / customer operations / back-office experience.
• Minimum 2 years of hands-on experience as an SME, Deputy Team Leader, Senior Process Associate, Process Coach or equivalent.
• Proven experience supporting day-to-day operations and agents.
• Experience handling complex process queries and escalations.
• Experience with workload/case allocation, queue management or operational coordination.
• Experience preparing operational/productivity reports and using Microsoft Excel.
• Experience coaching, mentoring and supporting agents.
• Ability to lead process and refresher training when required.
• Strong written and spoken English.
• Strong problem-solving, analytical and decision-making skills.
• Strong ownership, organization and follow-through.
• Ability to manage multiple priorities and work independently.
• Ability to quickly learn and support multiple processes.

Preferred

• Experience supporting UK customer operations.
• Experience in Retail , Utilities, Telecom Billing, Collections or similar environments.
• Experience working across multiple Lines of Business.
• Experience with QA, root-cause analysis or process improvement.
• Experience coordinating IT/access requirements.