Sr SME Operations//Voice Process//BPO

Senior Subject Matter Expert (Sr. SME) – BPO Operations

Location: Leading BPO, Gurgaon

Job Details

• Experience Required: Minimum 2 years in BPO Operations
• Notice Period: 15 days
• Compensation: Up to ₹5.5 LPA
• Shift Timings: Rotational (24×7)
• Working Days: 5 days per week
• Transport Availability: Two-way

Key Responsibilities

• Provide floor support, conduct learning sessions, coaching, and feedback to agents.
• Drive team metrics and ensure consistent achievement of targets.
• Monitor closure of service levels and escalate promptly to the Team Captain.
• Supervise team members in the absence of the Team Captain.
• Track performance and quality scores of team members.
• Handle production and escalated calls effectively.
• Identify improvement areas and contribute to program enhancement.
• Listen attentively to customer needs and concerns; demonstrate empathy.
• Clarify customer requirements, probe for understanding, and confirm resolution.
• Educate customers on solutions and resolve queries independently.
• Support new hires during nesting and early ramp stages.

Desired Skills & Qualifications

• Graduate in any stream.
• Flexible to work in 24×7 rotational shifts.
• Prior work experience in BPO industry (Chat/Voice/Email environment).
• B2 proficiency in English language.
• Strong oral and written communication skills in English.
• Quick learner with strong problem-solving and probing skills.
• Ability to handle complex queries independently.

Application Details

Interested candidates can share their CV at [email protected] or call at 8766331528.