Call Center Subject Matter Expert

We are looking for a Call Center Subject Matter Expert who is a fully  trained Customer service executive and Customer Engagement executive (rapid responder) with expert knowledge to respond to customer questions and complaints and troubleshoot problems with services within their campaigns. This  role will entail  giving training and feedback to the team, as well as guarantee that the team's goals are accomplished as you analyze each member's performance while  discussing objectives with the Call Center Team managers.

What you would be expected to do

Support call center agents 

The primary key responsibility of the SME will be to support Tenured/new Customer service/Engagement executives in terms of handling customers and queries while conducting sessions with the call center functions.

The role will include handling call center executives delicately and helping them in understanding processes and the campaigns as a subject matter expert through passing peer to peer learnings.

Train and Coach agents

The  SME is considered  a Pro process knowledge Champion, Hence every time whenever a team requires refresher training, the SME will offer support with close monitoring of struggling agents after training sessions with QA trainers and attending all engagements (training, calibration, 1 2 1 sessions ) with QA /agents. 

Analyze training feedback form and support with sharing updates on campaign changes bringing agents whenever there's a change of LOB for alignment purposes. Check training attendance of cc agents in every training as per schedule.

Identifying / Training Needs Submission:

Identifying / Training Needs Submission:

• Propose additional training requirements to be included in the existing training manuals based on the training schedule shared by the QA team or through feedback shared from call assessment.
• Assist in identifying / suggesting Litmos courses for agents. The SME will be listening to 5 calls from Top Call Reasons/Rejections daily and share insights on areas of improvements for training / refresher purposes

Real-Time monitoring:

The SME  will be required to monitor the team's productivity in real time and agent activity as per planned shifts. Gauging the team's login and logout activity, breaks and other offline activity and identifying the outliers in the team to engage in corrective sessions, escalating where necessary. Supporting TMs with agents' schedules and sharing real time updates on re-scheduling based on shifts changes needed for alignment with training , coaching activities/ other offline activities.

Assisting the team Manager

The SME will support the team leader in day to day activities, while the team leader will be occupied in multiple meetings, reviews, preparing dashboards, and other daily tasks. The SME will be required to support the workload of the team leader by handling team members, listening to their queries, and assisting them.

He/She should be the SPOC (single point of contact) in the absence of the team leader to handle the team's conflict or any issue.

Customer Escalations Management

The SME will assist the agents in following through on escalated customer complaints that are pending exceeding SLA for a resolution and follow up with customers via calls  to close the loop in order to ensure the customers’ issues are resolved and they are satisfied. Follow up on closure of pending escalated customer cases from Service Desk team Support in Engagement functions insights and process improvements and compliance risk exposures that require business insights for consumer improvements process requirements.

Scripts & Escalation Process review

The SME will be in attendance during  reviewing the scripts and existing / new processes on a periodic basis (monthly) and propose tweaks based on the insights derived from call audits feedback and coaching sessions

Other roles

In addition the SME  will  participate in various internal meetings in absence of The team manager and should help in every way possible to build the team

You might be a strong candidate if you

•  Command Intermediate Local,  English |Swahili Language.
• Proficient Microsoft office knowledge.
• Flexibility to work in rotational Shifts based on shift requirements
• At least 3-years within the call center operations (Service and engagements)
• Should have good process knowledge.
• No performance related concerns at least in the past 12 months. 
• Good track of schedule adherence with minimal unplanned absences
• Should hold a good performance and behavior track record within the last 6 months.
• Should possess good communication skills.
• Should have good leadership skills.
• Have proven knowledge of promoting learning and knowledge transfer to peers through prior buddy up engagements within the teams
• Flexible to offer other campaign support on a need basis
• Clear Communicator.
• High Customer Service Standards.
• Strong Organizational Skills
• Excellent Negotiation Skills.
• Team player
• Creative and fun going person.