Subject Matter Expert

hace 2 semanas

Monterrey, Nuevo León, México Contactpoint 360 A tiempo completo
Job Summary

We are seeking a highly skilled Subject Matter Expert to join our team at Contactpoint 360. As a key member of our customer service team, you will be responsible for providing exceptional support to our clients and driving metrics of the team.

Key Responsibilities
  1. Provide floor support, learning sessions, coaching, and feedback to agents to ensure they have the necessary skills and knowledge to deliver exceptional customer service.
  2. Assist in driving metrics of the team by monitoring and evaluating calls to ensure adherence to Quality Scorecard and standards.
  3. Serve as a CP360 ambassador by delivering a high level of professionalism and quality through the delivery of exceptional customer service and support.
  4. Take calls for a certain percentage of the day/week/month as prescribed by Operations Leadership.
  5. Build relationships and rapport with customers through a conversational and consultative approach.
  6. Provide hands-on support and guidance to representatives, assisting them when needed in handling complex scenarios.
  7. Conduct regular one-on-one coaching sessions to address performance gaps and provide constructive feedback for improvement.
  8. Share insights on observations found during auditing to the Training Department for enhancement of processes and procedures.
  9. Collaborate with Management to develop and implement strategies for continuous improvement.
  10. Follow all applicable policies, standard operating procedures (SOPs), and work instructions (WIs).
  11. Handle sensitive and private information in accordance with procedures and regulatory requirements.
  12. Meet the required number of calls to be evaluated.
  13. Conduct internal and external calibrations (where applicable) to stay aligned with client expectations/variance and Operations.
  14. Hold Coaching Clinics with agents when trends are identified and need to be addressed.
  15. Complete other tasks as deemed appropriate by supervisor.
Required Skills and Competence
  1. Strong understanding of program processes and procedures, terminology, and customer service principles.
  2. English proficiency required, exceptional listening skills.
  3. At least 1 year(s) of working experience in the related field is required for this position.
  4. English proficiency required. Teams require conversational English. This includes the ability to articulate thoroughly through written and verbal English.
  5. Ability to read and comprehend instructions, short correspondence, and memos in English.
  6. Exceptional listening skills are a must.
  7. This individual must also possess a high level of problem-solving skills, strong interpersonal and oral communication skills, and strong organizational skills with excellent attention to detail.
  8. Must be highly self-motivated and directed with the ability to prioritize and execute tasks as well as the ability and comfort in working in a fast-paced environment.
  9. Must also have the ability to work in a team environment and be a team player.
  10. Strong analytical, problem-solving, and general troubleshooting skills.
  11. Strong attention to details.

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