Subject Matter Expert - Telecom Process (International Chat)

SME

Foundever is currently seeking a Subject Matter Expert for their Telecom Process into ISP for Navi Mumbai, Airoli location.

About the Role

Senior Customer Service Executives with International Chat process experience are encouraged to apply for the Subject Matter Expert position.

Responsibilities

• Support in the new hire experience classroom including crosschecks and contact handling.
• Possess knowledge of where learners are in their learning whenever providing support.
• Facilitate debrief sessions.
• Observe and support contact handling, observe behaviors such as hold, tool usage, and efficient navigation.
• Attend and engage in the reinforcement training and contribute when applicable.
• Support questions through various communication tools.
• Supervise assigned team to meet or exceed client and corporate goals including C-SAT and FCR, Operational metrics, Quality, Customer satisfaction, Client satisfaction, and Profitability/Productivity.
• Regular monitoring, coaching and development of agents with the team.
• Implement agent recognition programs under direction of Manager Site Operations.
• Share best practices across teams and build spirit of teamwork.

Qualifications

• Experience in Voice Process is mandatory (International Chat or Blended process only no back office experience).
• BPO Experience.

Required Skills

• Shift Window: 24 x 7.
• Week offs: Any 2 days a week.
• Location: Airoli.

Preferred Skills

Senior Customer Service Executives with International Chat process experience are encouraged to apply for this position.

Interested candidates can share CV to farzeen.baig@foundever.com.

Foundever is committed to diversity and inclusivity.

Experience Level

Senior Level