Role Overview
The Subject Matter Expert (SME) serves as the primary operational support between agents and Team Leads. To perform effectively in this role, the SME mustpossessstrong domainexpertise, exhibit C1-level Englishproficiencyfor voice support, and have a thorough understanding of contact centre metrics within a 24/7 operational delivery environment.
Key Responsibilities
- Serve as the main point of contact for addressing process clarifications, responding to agent queries, and managing complex customer cases.
- Provide real-time support on the operational floor for voice, chat, and email interactions.
- Handle escalations related to calls, chats, and emails, ensuringtimelyresolution in line with defined service level agreements (SLAs).
- Support Team Leads withmonitoringperformance, ensuring adherence to protocols, andfacilitatingeffective queue management.
- Conduct side-by-side coaching sessions, rectify errors, and deliver process refresher trainings to agents as needed.
- Ensure agents adhere to Cognizant's policies, Information Security guidelines, and data privacy standards consistently.
- Perform Root Cause Analysis (RCA) onidentifiedprocess gaps, document findings, and present insights to clients asrequired.
- Support onboarding, nesting, and transition phases for new joiners or when there are process updates.
- Prepare reports and presentations for communication with both internal and external stakeholders.
Required Experience & Skills
- At least 1 to 2 years experience in roles such as SME, Senior Associate, or Floor Support.
- Proven experience supporting inbound and outbound voice, chat, and email channels.
- Familiarity with CRM systems, ticketing tools, and telephony platforms.
- Strong analytical abilities, keen attention to detail, and a problem-solving mindset.
- Proficiencyin using Google and Microsoft product suites.
- Excellent communication skills, both verbal and written, with the ability to coach and interact effectively with stakeholders.
