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Atento
Subject Matter Expert (INTERNAL ONLY)Atento • MIRAMAR, FL, US
Subject Matter Expert (INTERNAL ONLY)

Subject Matter Expert (INTERNAL ONLY)

Atento • MIRAMAR, FL, US
30+ days ago
Job type
  • Full-time
  • Quick Apply
Job description

Propose a functional operational structure to deliver the following outcomes:

  • Manage and Report Pillar Performance – (Supervisors) Have good product knowledge to apply root cause analysis and provide support to agents in handling difficult/escalated cases/tickets.

Drive team’s efficiency and proficiency through 1:

  • 1 coaching sessions & quartile management approach based on observations and QA evaluation results.
  • Report updates (highlights low lights, help needed) items.
  • Report performance trends and drivers of such trends.
  • Work closely with workforce to ensure tickets are handled within SLA.
  • Manage ticket queue/assignment when WF is out of shift.
  • Communicate such reports with TikTok counterpart.
  • Subject Matter Expert per Pillar – (Senior Agents) Master the process and procedures discussed in training.
  • Answer questions and provide support to specific pillar related questions from both sites.
  • Have good product knowledge to apply root cause analysis and provide support to agents to close tickets.

  • Communicate such “product specific updates/issues” with TikTok counterpart Train Incoming agents per pillar – (Trainers) Expert POC that has the skills to conduct training and would have expertise on the assigned pillar.
  • Ensure that the structure covers both Miramar and Barcelona sites. Powered by JazzHR
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Subject Matter Expert (INTERNAL ONLY) • MIRAMAR, FL, US

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