Subject Matter Expert - Corporate Office - Hicare
Rentokil Initial Hygiene India Private Limited
Work from Office
Full Time
Any experienceJob Description
Subject Matter Expert - Corporate Office - Hicare
About the Role:
- 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 the milestone plan (100% by M4)
- Maintain individual performance while balancing floor support responsibilities
Key Result Areas:
- 100% target achievement by all assigned Rookies during OJT
- Zero errors in disposition and ticketing
- Escalation Management
- Rookie readiness in objection handling
- 100% KPI compliance by Rookies by Month 4 (M4)
Competencies (Skills essential to the role):
- Excellent product and process knowledge
- Strong communication skills
- Familiarity with all process steps and common call scenarios
Educational Qualification / Other Requirement:
- HSC
- Minimum 6 months of experience in the system (80% + QA score, 90% PKT score, 85% Target Achievement MOM - Last 3 months).
Role Type / Key working relationships:
- Individual Contributor
- Internal team
- External stakeholders
Benefits
What can you expect from RPCI?
- Our values lie at the core of our mission and vision. We believe that it’s our people who make our company what it is. We believe in:
- Service
- Relationships
- Teamwork
- Responsibility
DEI statement: At RPCI, we believe in commitment to build an inclusive, varied workplace welcoming to people of all backgrounds.
Experience Level
Mid LevelJob role
Job requirements
About company
Similar jobs you can apply for
Trading, Asset & Wealth Management
Senior Business Analyst
Fiserv India Pvt LtdWork from OfficeFull TimeMin. 4 yearsBusiness Operations Analyst
Fiserv India Pvt LtdWork from OfficeFull TimeMin. 2 yearsOperations Specialist
Fiserv India Pvt LtdWork from OfficeFull TimeMin. 5 yearsSenior Business Analyst
Fiserv India Pvt LtdWork from OfficeFull TimeMin. 6 yearsOperations supervisor
Fiserv India Pvt LtdWork from OfficeFull TimeMin. 4 yearsService Manager
Rentokil Initial Hygiene India Private LimitedWork from OfficeFull TimeMin. 1 yearYou can expect a minimum salary of 0 INR. The salary offered will depend on your skills, experience and performance in the interview.
The candidate should have completed the required education and people who have 0 to 31 years are eligible to apply for this job. You can apply for more jobs in Thane to get hired quickly.
The candidate should have sound communication skills and sound communication skills for this job.
Both Male and Female candidates can apply for this job.
No, it's not a work from home job and can't be done online. You can explore and apply for other work from home jobs in Thane at apna.
No work-related deposit needs to be made during your employment with the company.
Go to the apna app and apply for this job. Click on the apply button and call HR directly to schedule your interview.
The last date to apply for this job is . For more details, download apna app and find Full Time jobs in Thane . Through apna, you can find jobs in 64 cities across India. Join NOW!