Subject matter expert

The Subject Matter Expert (SME) is required to be proficient with all functions, processes related to the Campaign and be able to transfer knowledge accordingly. The SME is required to use his/her expertise to support the strategic direction of the campaign.

Contax360 BPO Solutions, a leading provider of global contact center solutions and a dynamic, focused and upwardly mobile organization; seeks qualified and professional individuals to join our team.

Now hiring for our Montego Bay Office:

CUSTOMER SERVICE Subject Matter Expert (SME)

JOB OBJECTIVE
The Subject Matter Expert (SME) is required to be proficient with all functions, processes related to the Campaign and be able to transfer knowledge accordingly. The SME is required to use his/her expertise to support the strategic direction of the campaign.


KEY FUNCTIONS AND DUTIES
a) Provide assistance to agents.
b) Assist with escalated issues.
c) Conduct training or provide assistance with training when required.
d) Act as a supervisor when requested and supervise the shift in the absence of the supervisor.
e) Communicate performance issues to the Supervisor and Quality Analyst.
f) Communicate with supervisor to ensure work status and any obstacles to achievement are clearly understood.
g) Assist with any reporting or support type tasks assigned by a supervisor or manager.
h) Participate in client calls, calibrations or meeting when deemed necessary.
i) Assist in maintaining decorum, governance/order and professionalism in the department.
j) Report all technical or system related issues internally to supervisor, manager and IT.
k) Perform other duties as assigned.

JOB SPECIFICATION / COMPETENCIES

- CXCs and or O’Levels
- Proficiency in the use of computer software applications including Microsoft Word, Excel and PowerPoint
- Good supervisory and motivational skills
- Excellent teamwork and interpersonal skills
- Strong analytical and problem solving skills.
- Ability to work under pressure and without constant supervision
- Excellent oral and written communication skills
- Ability to work on own initiative
- Ability at planning and coordinating activities
- Ability to demonstrate tact, confidentiality and professionalism in the execution of duties

All applicants must have a valid Government issued photo ID, TRN & NIS. Successful candidates must be able to furnish a police record and pass an employment background check.