About this role
Job Overview
Teamwork is vital to the success of any business, especially here at TBPO; the SME(Subject Matter Expert) will be tasked with assisting to create a positive, cohesive and productive atmosphere within your assigned team and the call center. This requires the SME to remain upbeat, positive, and be an enthusiastic role model who displays strong leadership skills. This position also requires increased accountability in getting daily and weekly team and personal goals accomplished in a timely manner, while providing feedback to your management team. The SME is to work with the Team Lead to guide, support and motivates agents to hit performance metrics and achieve team goals. The SME will be working hand in hand with an Operations Manager to track, document, evaluate and provide valuable feedback to ensure the team’s continued success.
Responsibilities and Duties
• Be present and prepared to contribute to the pre-shift huddles. Content transmitted via email has an immediate impact on processes and is therefore critical that you review prior to Pre-Shift Meeting
• Productivity Reports are to be submitted at the end of shifts to document daily production.
• Assist with dispensation of coaching/progressive discipline or agent tasks reviewed/actioned when necessary.
• Manage time to balance productivity, reports and floor assistance within their day.
• Expected to achieve and maintain a minimum KPI Score of 90%.
• Send attendance reports daily.
• Monitor and communicate to Team Lead & OM the attendance and tardiness of agents.
• Raise any concerns immediately as they arise on the call floor or contact a member of management for support.
• Create and manage the logged in and break times of the agents.
• Actively work with agents on the call floor.
• Liaise with TL & OM for all questions and concerns regarding technical outages.
• Ensure all company policies & procedures from Transparent BPO are upheld.
• Work with TL to maintain performance expectations, brainstorm ways of meeting expectations if performance is below standard.
• Participate in calibrations and provide each agent with specific feedback and focus areas to improve their success.
• Create agent action plans for those agents that are unable to meet expectations, provide all resources necessary for their success. (if prompted).
• Attend and help facilitate training as required with training department concerning the engagement.
• Help train and support new agents and agents going on new campaigns as required.
Required Knowledge and Skills
• Consistent program KPI achievement.
• Outstanding quality performance
• Excellent communication skills
• Quality decision making and analytical abilities
• Computer and software savvy
• Demonstrated peer leadership and teamwork
Please note as well, that per a recent change in our internal recruiting process, upon submitting your application an email may be sent to you, requesting that you verify your name and direct Manager with other options asking you to confirm if you want to move forward in the process. Your direct Manager will also have to sign off on the process indicating that you are in good standing with your LOB.