Job Description: Subject Matter Expert (SME) – US Operations

Candidate to have a strong track record in US operations and is ready to take on end-to-end operational responsibilities. The Subject Matter Expert (SME) will drive service excellence across Voice, Email, and Chat lines of business (LOBs). He/She will be responsible for managing team, mentoring peers, and ensuring peak operational performance.

Oversee day to day end to end US operations across Voice, Email, and Chat.

Conduct regular call audits and evaluations to maintain exceptional compliance. Leverage MS Excel to build performance reports and analyze queue metrics.

Serve as the primary point of contact for floor queries and real-time escalations.

Eligibility Criteria : Tenure: Minimum 1 year of continuous service in current role with the Teleperformance. For external hires : On paper SME experience for at least 1 year

.Meets Expectations or above in the last appraisal cycle with no active disciplinary actions

.Education: Completed Graduation in any stream

.
Language: Professional English fluency (C1 written/spoken) and working knowledge of Hind

i.
Shifts: Must be fully comfortable aligning with US business hours (9:00 AM – 6:00 PM EST/PST, Night Shif

t).

Job Description: Team Leader Opera

tions
Candidate to have a strong track record in US operations and is ready to take on end to end operational responsibilities. Team Leader will drive service excellence across Voice, Email, and Chat lines of business (LOBs). He/She will be responsible for managing team, mentoring peers, and ensuring peak operational perfor

mance.Oversee day to day end to end operations across Voice, Email, and

Chat.Conduct regular call audits and evaluations to maintain exceptional compliance. Leverage MS Excel to build performance reports and analyze queue me

trics.Serve as the primary point of contact for floor queries and real-time escala

tions.
Eligibility Criteria : Tenure: Minimum 1 year of continuous service in current role with the Teleperformance. For external hires : On paper Team Leader experience for at least

1 year.Meets Expectations or above in the last appraisal cycle with no active disciplinary a

ctions.Education: Completed Graduation in any

stream.
Language: Professional English fluency (C1 written/spoken) and working knowledge o

f Hindi.
Shifts: Must be fully comfortable aligning with India and US business hours (9:00 AM – 6:00 PM IST/EST/PST, Nigh

t Shift).

Team Lead , Last Mile ACES

Operations Team Lead