Job Summary
The Subject Matter Expert is responsible for actively supporting CSRs’ development through conducting learning cross checks and providing feedback. The support Subject Matter Expert is responsible for ensuring that a CSRs’ knowledge of TCIS clients Products and Services along with communication and sales skills are continually being developed and that CSRs are constantly and consistently coached in a productive manner with each session backed by multiple documented Contact observations.
Requirements
Key Tasks and Responsibilities
- Actively supporting CSR’s development through conducting learning cross checks and providing feedback.
- Phone time as part of the development plan for Subject Matter Experts
- Gauge learner knowledge: Having knowledge of where learners are in their learning whenever providing support.
- Providing advice, training, and feedback to an individual for the purpose of developing potential, enhancing performance and aligning goals within an organization.
- Patiently working with the individual in a focused and tailored manner to meet the specific needs of that individual.
- Observing Behaviors: When not assisting with a call/chat, Subject Matter Experts should be observing call/chat behaviors of CSRs, including but not limited to, putting a customer on hold, using Computer Telephony Integration (CTI), and efficient navigation of resources and tools.
- Performance Management: Working with employees to establish and achieve clear, measurable performance objectives that link to organizational goals. Monitoring performance against agreed-upon objectives. Providing the individual with accurate behavioral feedback in a manner that maintains self-esteem.
Skills / Attributes Required
- Self-Awareness: Knowing and managing one’s owns task
- Actively seeking information to from others regarding one’s performance, suitability for job requirement, and impact on others and using the feedback for personal
- Support and Motivate Others: Energizing and engaging others in support of and commitment to increasing customer satisfaction and achieving goals by creating a shared vision, and role modeling performance and professionalism.
Technical:
- Good Knowledge of Microsoft Office products
Behavioral:
- Self-motivation
- Working Collaboratively:
- Positive Impact
- Accountability
- Adaptability
- Initiative: Being proactive
- Planning amp; Organizing
Qualifications [EDUCATION and/or EXPERIENCE]
- At least High school diploma or equivalent, College level preferred.
- Previous experience in BPO and Customer Service and/or technical account
- Have a proven track record demonstrating the skills and qualities outlined in this document.
Languages
- Good command of written and spoken English (Speech, Written, Reading, Comprehension)
Benefits
Transcosmos is proud to offer such a fantastic and unique working environment, built on a successful family culture of ambition, experience and teamwork. We are proud to promote longevity and progression at every level with the following benefits:
- Direct employment contract for an indefinite period
- Cafeteria
- Training opportunities
- Diverse and friendly work atmosphere
- Modern office environment
- Local and global career progression opportunities