Subject Matter Expert - Inbound Voice

Subject Matter Expert - Inbound Voice Location: Infopark, Kochi Qualification: Graduation Mandatory Experience: Minimum 35 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,...