Subject Matter Expert (SME) Customer Support

Job Description

Job Profile Subject Matter Expert (Customer Support) Key Responsibilities: Real-time monitoring of customer support interactions to ensure service quality. Track break adherence and ensure team members follow scheduled breaks. Monitor attendance and report any discrepancies to team leaders. Floor walking to assist agents with queries and provide on-the-spot resolutions. Act as an escalation point for complex customer issues. Provide performance feedback to agents and assist in process improvements. Collaborate with team leaders to ensure operational efficiency. Required Skills & Qualifications: Minimum 1 year of experience as an SME in customer support. Strong attention to detail for real-time monitoring and adherence tracking. Excellent communication and interpersonal skills. Ability to handle escalations and provide immediate support. Familiarity with CRM tools and workforce management systems.