SME - Operations

Foundever is currently seeking a Subject Matter Expert for their Telecom Process into ISP for Navi Mumbai Airoli location. Please see below some of the responsibilities of the SME role:

Process: Experience in Chat or Blended  

Process is mandatory (International Chat or Blended process only no back office experience) 

Background: BPO Experience.

Shift Window: 24 x 7

Week offs: Any 2 days a weekLocation: Airoli

Support Team/Coach (SME) shall: 

Senior Customer Service Executives with International Chat process experience are encouraged to apply for this position. 

1. Support in the new hire experience classroom including crosschecks and contact handling.


2. Possess knowledge of where learners are in their learning whenever providing support.


3. Facilitate debrief sessions.


4. Observe and support contact handling, observe behaviors such as hold, tool usage, and efficient navigation.


5. Attend and engage in the reinforcement training and contribute when applicable.


6. Support questions through various communication tools.


7. Supervise assigned team to meet or exceed client and corporate goals including C-SAT and FCR, Operational metrics, Quality, Customer satisfaction, Client satisfaction, and Profitability/Productivity.


8. Regular monitoring, coaching and development of agents with the team.  Implement agent recognition programs under direction of Manager Site Operations.  Share best practices across teams and build spirit of teamwork.

Experience Target : Experience in handling team, have managed clients, hands on excel and people management skills

Skills : Good communication skills, Excel knowledge, People management, Leadership skills, Quick Learner, Adaptability, handled attrition & shrinkage, Schedule Adherence, Login Hours Breaks, CSAT, DSAT, AHT, Bottom Quartile Management, NPS