Job Description

This position can assist leads and managers when it comes to training, dealing with escalated calls, and helping transfer knowledge to other team members. It will also free up supervisors to spend more time coaching and working with agents, since team members will rely on SMEs for questions related to their area of expertise.

Responsibilities

• Applying subject expertise in evaluating business operations and processes.
• Identifying areas where solutions would improve business performance.
• Consulting across business operations, providing mentorship, and contributing specialized knowledge.
• Recommending solutions and determining development requirements.
• Providing subject expertise and guidance to staff (nesting, endorsement, transition to Operations).
• Overseeing the development, testing, and implementation of solutions.
• Determining whether solutions meet defined requirements.
• Verifying reference information, including DTPs and system requirements.
• Ensuring accurate representation of expertise prior to the distribution of solutions to end-users.
• Documenting processes and disseminating information to all relevant stakeholders.

Qualifications

• Bachelor's degree is required.
• At least one (1) year equivalent work experience as SME (external) or 1 year tenure in current process (internal).
• Excellent communication and interpersonal skills with people at all levels.
• Proficiency of the English language, both in verbal and written.
• Strong customer orientation, active listening, and excellent phone handling skills.