Subject Matter Expert

Foundever

1 - 5 years

4 - 5 Lacs

navi mumbai

Posted:4 hours ago| Platform:

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Skills Required

team handling tat escalations sla shrinkage csat aht attrition

Work Mode

Work from Office

Job Type

Full Time

Job Description

Roles and Responsibilities :

Manage a team of customer service representatives to achieve high levels of customer satisfaction, first call resolution rates, and overall performance metrics.
Develop and implement effective training programs to improve team skills, knowledge, and productivity.
Analyze data to identify trends, opportunities for improvement, and areas for process optimization.
Collaborate with other departments to resolve complex issues and ensure seamless communication.

Job Requirements :

1-5 years of experience in BPO/Call Centre environment as an SME or similar role.
Strong understanding of AHT (Average Handle Time), CSAT (Customer Satisfaction), attrition (staff turnover), shrinkage (unexplained absences) SLAs (Service Level Agreements).
Excellent team handling skills with ability to manage multiple priorities simultaneously.

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