About this role
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.
- 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.