Talent.com
Subject Matter Expert (INTERNAL ONLY)
Subject Matter Expert (INTERNAL ONLY)Atento • Miramar, FL, US
Subject Matter Expert (INTERNAL ONLY)

Subject Matter Expert (INTERNAL ONLY)

Atento • Miramar, FL, US
11 days ago
Job type
  • Full-time
Job description

Job Description

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

    qStnrmpsRs

    Create a job alert for this search

    Subject Matter Expert • Miramar, FL, US