SME, Operations

Job Title:

SME, Operations

Job Description

We are looking for a passionate and knowledgeable Contact Center SME to provide expert guidance and support to our customer service team. This role is essential in enhancing our team's performance through knowledge sharing, training, and operational best practices.

• Expert Guidance: Serve as a subject matter expert in contact center operations, processes, and technologies.
• Training and Development: Develop and deliver training programs to enhance the knowledge and skills of contact center agents.
• Quality Assurance: Monitor and evaluate agent interactions to ensure adherence to company standards, policies, and procedures.
• Process Improvement: Identify opportunities for process improvements and recommend strategies to enhance overall service delivery.
• Performance Metrics: Analyze performance metrics and provide insights to management for informed decision-making and operational enhancements.
• Customer Escalation Support: Assist agents with challenging customer inquiries and resolve escalated issues effectively.
• Collaboration: Work closely with cross-functional teams to ensure alignment and continuous improvement in customer service initiatives.

Location:

MYS Cyberjaya

Language Requirements:

English (Required), Malay (Required)

Time Type:

Full time2025-06-30

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