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Greenlight Planet is on a mission to revolutionize rural energy access for the 1.5 billion off-grid villagers who use dirty, dangerous kerosene lanterns for light. In four years we've sold 1.6 million solar lights to off-grid families in South Asia and Africa— all paid for up-front, in cash— the latter 1 million customers acquired over the...
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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:
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
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