Job Description – Subject Matter Expert (SME) – International Voice
Location: Gurgaon
CTC: Up to ₹5 LPA
Job Type: Full-time | Work from Office
Immediate Joiner only
Job Summary
We are looking for an experienced Subject Matter Expert (SME) to support our International Voice Process. The ideal candidate should have strong communication skills, hands-on experience in international voice support, and the ability to guide agents, resolve escalations, and improve team performance. SMEs in contact centers commonly provide floor support, coaching, and operational guidance.
Key Responsibilities
- Provide real-time floor support to customer service agents.
- Handle customer escalations and ensure timely resolution.
- Guide and mentor team members on process and product knowledge.
- Conduct refresher sessions and coach agents to improve performance.
- Monitor quality, productivity, and SLA adherence.
- Assist Team Leaders in driving team performance and operational excellence.
- Share process updates and ensure compliance with company policies.
Eligibility Criteria
- Graduation is mandatory.
- Minimum 1–2 years of experience as an SME in an International Voice Process.
- International Voice experience is mandatory.
- Excellent verbal and written English communication skills.
- Good analytical, problem-solving, and stakeholder management skills.
- Ability to work in rotational shifts.
Pay: ₹300,000.00 - ₹500,000.00 per year
Work Location: In person
