Deskripsi Pekerjaan
Are you an experienced BPO professional ready to take the next step in your career? Work Avenue And Business Solutions Incorporated is looking for a dynamic and results-oriented Subject Matter Expert (SME) to join our team in Cebu City. In this pivotal role, you will act as the bridge between frontline agents and operations management, ensuring service excellence, process compliance, and team development.
As an SME, you will provide technical guidance, handle complex escalations, and drive performance improvements across the floor. We are looking for someone with a deep understanding of BPO operations who is passionate about coaching others and maintaining high standards of customer satisfaction. If you are a natural leader with a proven track record in a call center environment, we want to hear from you.
We offer a stable work environment, competitive compensation, and clear pathways for professional growth. Join a company that values your expertise and rewards your contributions.
Tanggung Jawab
- Serve as the primary point of contact for team members requiring advanced technical assistance or process clarification.
- Manage and resolve complex customer escalations, ensuring a professional and timely outcome.
- Conduct side-by-side coaching and monitoring sessions to improve agent performance and quality scores.
- Analyze operational metrics and identify trends to provide actionable feedback to leadership.
- Assist in the training and onboarding of new hires to ensure they meet productivity standards.
- Maintain up-to-date knowledge of account processes, policies, and system updates.
- Collaborate with Quality Assurance and Operations Managers to implement performance improvement plans.
- Promote a positive and productive team culture that aligns with company values.
Kualifikasi
- Minimum of 2 years of experience in a BPO call center environment, with at least 1 year in a leadership or SME capacity.
- Strong understanding of BPO metrics (AHT, CSAT, FCR, Quality scores).
- Excellent communication skills in English, both verbal and written.
- Proven ability to troubleshoot technical issues and handle irate customers with empathy.
- Proficiency in Microsoft Office Suite and internal CRM tools.
- Strong analytical and problem-solving skills with a keen attention to detail.
- Ability to work in a fast-paced environment and adapt to rotating shifts.
- Demonstrated leadership potential and ability to mentor junior agents.