Subject Matter Expert (SME)

Job Description

The Subject Matter Expert (SME) serves as the process expert for a specific client program or business function. They provide guidance to customer service teams, resolve complex customer issues, and ensure adherence to process standards. SMEs support training initiatives, quality improvements, and operational excellence while acting as a bridge between operations and management. The role demands deep process knowledge and excellent leadership skills.

Key Responsibilities
Provide process guidance and operational support to agents.
Assist in resolving complex customer escalations.
Conduct floor support during production hours.
Train and mentor new and existing team members.
Monitor team performance and recommend improvements.
Ensure adherence to client processes and SOPs.
Coordinate with quality and training teams for process updates.
Prepare operational reports and share insights with management.