Subject Matter Expert (INTERNAL ONLY)

1. Propose a functional operational structure to deliver the following outcomes:
2. Manage and Report Pillar Performance – (Supervisors)
   1. Have good product knowledge to apply root cause analysis and provide support to agents in handling difficult/escalated cases/tickets.
   2. Drive team’s efficiency and proficiency through 1:1 coaching sessions & quartile management approach based on observations and QA evaluation results.
   3. Report updates (highlights low lights, help needed) items.
   4. Report performance trends and drivers of such trends.
   5. Work closely with workforce to ensure tickets are handled within SLA.
   6. Manage ticket queue/assignment when WF is out of shift.
   7. Communicate such reports with TikTok counterpart.
   8. 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
   9. Train Incoming agents per pillar – (Trainers)
      • Expert POC that has the skills to conduct training and would have expertise on the assigned pillar.
3. Ensure that the structure covers both Miramar and Barcelona sites.

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