The SME, Operations provides floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).

MHR

:Requires with CRM experienc

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Essential Functions/Core Responsibiliti

• es
  Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Exper
• t).Assists in driving metrics of the t
• eamMonitor closure of service levels regular
• ly.Ensure prompt escalations to Team Capta
• in.Supervise team in the absence of the Team Capta
• in.Monitor performance and quality scores of te
• am.Take production calls as well as escalated cal