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...