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Metro location and generalist operations SME title with moderate employer brand lead to medium competition.
Call-center operations SME skills are industry-specific and thus have high background sensitivity.
Explicit 12–18 months experience plus communication, product expertise, and training requirements create medium strictness.
Provide floor support, coaching, and feedback to call center agents as a Subject Matter Expert.
Monitor and drive team performance metrics including service level closures and quality scores.
Supervise the team in absence of Team Captain and handle escalated and production calls as needed.
Minimum 12 to 18 months of call center experience.
Minimum two years of college education.
Ability to handle complex customer queries independently and demonstrate strong problem-solving skills.
Location requirement: Pune, India.
Experienced in coaching and guiding call center agents with a focus on improving team performance.
Capable of autonomous decision-making within established procedures and able to analyze and suggest solutions to process problems.
Skilled in communication, both verbal and written, with ability to clarify and confirm customer requirements effectively.