Subject Matter Expert

Essential Functions/Core Responsibilities

• Floor Support: Provide immediate assistance and guidance to agents during operations.
• Learning Sessions: Conduct basic training sessions to enhance the team's knowledge base.
• Coaching & Feedback: Offer regular feedback and coaching to improve agent performance.
• Monitor Service Levels: Assist in monitoring and striving for the closure of service levels.
• Escalations Management: Ensure prompt and accurate escalations to the Team Captain.
• Take Production Calls: Handle production calls and support the team by taking escalated calls when necessary.

Candidate Profile

• Associate's Degree in a related field is preferred, with less than one year of relevant experience.
• Ability to think clearly and can explain complex issues effectively, both above average written and verbally
• Demonstrate product expertise
• Dependable with proficient attention to detail and ability to solve complex issues
• Basic understanding of performance metrics and quality scores.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.