Subject Matter Expert - Inbound Voice

Job Description

Subject Matter Expert - Inbound Voice

Location : Infopark, Kochi

Qualification : Graduation Mandatory

Experience : Minimum 3–5 Years of experience as an SME in an Inbound Voice Process (Mandatory)

Shift :  6:00 PM – 3:00 AM (Monday - Friday)

Work Mode : Work from Office

Salary : ₹4.5 LPA – ₹5.5 LPA

We are seeking a highly motivated and experienced Subject Matter Expert (SME) to support inbound voice operations. The ideal candidate should possess strong process knowledge, excellent communication skills, and the ability to coach and guide team members to achieve operational excellence and customer satisfaction.

Responsibilities

Act as the primary point of contact for process-related queries and escalations.

Provide floor support and assist agents in resolving customer issues.

Monitor team performance, quality, and process adherence.

Conduct coaching sessions and provide real-time feedback.

Support Team Leaders in achieving SLA, productivity, and quality targets.

Assist in new hire training, nesting, and knowledge transfer activities.

Requirements

Graduation is mandatory.

Minimum 3–5 years of experience as an SME in an Inbound Voice Process.

Strong understanding of customer service operations and call center metrics.

Experience in handling escalations and providing floor support.

Excellent communication, coaching, and problem-solving skills.

Strong analytical skills with the ability to interpret performance data.

Willingness to work in the night shift (6:00 PM – 3:00 AM).

Requirements
Customer support, voice process, Inbound voice