Subject Matter Expert; INTERNAL

Position: Subject Matter Expert (INTERNAL ONLY)
* Propose a functional operational structure to deliver the following outcomes:

* Manage and Report Pillar Performance - (Supervisors)

* Have good product knowledge to apply root cause analysis and provide support to agents in handling difficult/escalated cases/tickets.

* Drive team's efficiency and proficiency through 1:1 coaching sessions & quartile management approach based on observations and QA evaluation results.

* Report updates (highlights low lights, help needed) items.

* Report performance trends and drivers of such trends.

* Work closely with workforce to ensure tickets are handled within SLA.

* Manage ticket queue/assignment when WF is out of shift.

* Communicate such reports with Tik Tok counterpart.

* Subject Matter Expert per Pillar - (Senior Agents)

* Master the process and procedures discussed in training.

* Answer questions and provide support to specific pillar related questions from both sites.

* Have good product knowledge to apply root cause analysis and provide support to agents to close tickets.

* Communicate such "product specific updates/issues" with Tik Tok counterpart

* Train Incoming agents per pillar - (Trainers)

* Expert POC that has the skills to conduct training and would have expertise on the assigned pillar.

* Ensure that the structure covers both Miramar and Barcelona sites.