Subject Matter Expert

Role & responsibilities

Job Description

• Performance Monitoring: Track daily metrics like Average Handling Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), and schedule adherence.
• Coaching & Development: Conduct one-on-one sessions, call monitoring audits, and side-by-side coaching to improve agent performance.
• Escalation Handling: Take over complex, high-pressure, or sensitive customer complaints that exceed an agent's authority.
• Operational Management: Run daily team huddles, manage shift rosters, and ensure floor compliance with company policies.
• Reporting: Prepare productivity and quality reports for senior management.

Required Qualifications & Skills

• Experience: 2 to 4+ years of experience working in an inbound call centre environment, with prior supervisory or mentoring experience preferred.
• Education: Graduate

Preferred candidate profile