Location:
Contract Type:
Industry:
Subject Matter Expert - BPO at HCLTech
Applications are invited for all candidates to fill the Subject Matter Expert - BPO Job Opening at HCLTech
Closing Date : 30/06/2023
About the job
- Operates as a Subject Matter Expert and Point of Escalation for issue resolution
- Operates in tandem with Team Leads and Operations Leadership to create a culture of team efficiency and drive agent productivity.
- Identifying operational issues and suggesting possible improvements.
- Conduct Quality Assurance monitoring assessment of customer calls both recorded and live.
- Champion Continued Process Improvement Program for CSR processes, systems and customer experience.
- Provide nesting support for new agents
- Troubleshooting detective, finding the right internal resource or point of contact (POC) for complex issues
- Comfortable raising critical issues from the analyst layer and vice versa
- Comfortable managing and coordination around widespread issues
- Keeping up to date with open master tasks and SRT
- Managing and making all analysts aware of known issues so they can escalate to engineering confidently and without redundancy
- Holding office hours for analysts to answer operational questions
- Administrator of the program specific workplace groups and answering questions to currently investigated cases
- Ability to develop and analyze reports
- Identify deficiencies in the documentation and clearly outline how certain areas could be improved
- Draft documentation's updates and in collaboration with analysts fill deficiently documented areas
- Identify opportunities to optimize and improve the process
- Analyst spokesperson representative of the applicable program funneling cyclical feedback from analysts to client program stakeholders and vice versa
Apply now - https://shorturl.at/mDNO4
