Subject Matter Expert - Corporate Office - Hicare

About the Role:

• The SME  will be responsible for supporting new joiners during OJT by providing real-time guidance, resolving escalations, and ensuring process understanding and KPI achievement. 
• The incumbent will report to the Assistant Manager. The incumbent will have to work as part of a multi-functional team, and this involves collaboration with the internal team and external stakeholders.

Job Responsibilities:

• Provide real-time floor support to Rookies during their OJT phase
• Assist Rookies in understanding systems, processes, and handling live customer scenarios
• Take ownership of supervisor-level customer escalations as needed
• Ensure accurate call dispositioning and ticket handling by new agents
• Coach Rookies on objection handling techniques and effective rebuttals
• Monitor and support Rookie performance to ensure KPI achievement as per the milestone plan (100% by M4)
• Maintain individual performance while balancing floor support responsibilities

Key Result Areas:

• 100% target achievement by all assigned Rookies during OJT
• Zero errors in disposition and ticketing
• Escalation Management
• Rookie readiness in objection handling
• 100% KPI compliance by Rookies by Month 4 (M4)

Competencies (Skills essential to the role):

• Excellent product and process knowledge
• Strong communication skills
• Familiarity with all process steps and common call scenarios

Educational Qualification / Other Requirement:

• HSC
• Minimum 6 months of experience in the system (80% + QA score, 90% PKT score, 85% Target Achievement MOM - Last 3 months).

Role Type / Key working relationships:

• Individual Contributor
• Internal team
• External stakeholders

What can you expect from RPCI?

• Our values lie at the core of our mission and vision. We believe that it’s our people who make our company what it is. We believe in:

• Service
• Relationships
• Teamwork
• Responsibility

DEI statement: At RPCI, we believe in commitment to build an inclusive, varied workplace welcoming to people of all backgrounds.