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Common BPO SME role, unspecified experience, Gurgaon location, and generalist requirements drive high applicant competition.
Customer-service and coaching skills transfer across service industries, though BPO process experience is often preferred.
No explicit years, certifications, or niche technical requirements; hiring filters likely flexible.
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Provide floor support including coaching, feedback, and learning sessions to customer service agents as Sr. Subject Matter Expert.
Drive and monitor team performance metrics, service level closures, and quality scores, escalating issues promptly to Team Captain.
Supervise team members during Team Captain absence, handle complex escalated calls, and assist new hires during early ramp stage.
Graduate degree in any stream.
Work Experience Required: Experience in BPO industry with Chat, Voice, or Email environment.
Proficient in English language with effective oral and written communication skills.
Flexible to work 24x7 shifts, location in Gurgaon, India.
Experienced in operational floor support and team supervision in customer service settings.
Strong problem-solving and probing skills to handle complex customer queries independently.
Capable of contributing to process improvements and training within a fast-paced BPO environment.