Description

The Sr. SME, Operations provides floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).

Essential Functions/Core Responsibilities

• Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).
• Assists in driving metrics of the team
• Monitor closure of service levels regularly.
• Ensure prompt escalations to Team Captain.
• Supervise team in the absence of the Team Captain.
• Monitor performance and quality scores of team.
• Take production calls as well as escalated calls.

Career Framework Role 

Works autonomously within established procedures and practices; seeks guidance in the more complex aspects of the process (extensive latitude for independent judgment).  Does not have any outstanding disciplinary, attendance or performance issues.  Analyzes process-related problems and sugg...