Company Description

The Subject Matter Expert (SME) is a product and process specialist who provides advanced support and guidance to both customers and internal team members. This role is responsible for resolving complex or escalated issues that frontline agents cannot resolve, serving as a primary knowledge resource for the team. The ideal candidate will have extensive experience in customer service and exceptional problem-solving skills The Subject Matter Expert (SME) is a product and process specialist who provides advanced support and guidance to both customers and internal team members. This role is responsible for resolving complex or escalated issues that frontline agents cannot resolve, serving as a primary knowledge resource for the team. The ideal candidate will have extensive experience in customer service and exceptional problem-solving skills

Key Responsibilities:

• Serve as the final point of contact for resolving high-priority and escalated customer issues, including complex technical and billing problems.
• Provide real-time support and coaching to frontline agents to assist with difficult calls and inquiries.
• Analyze recurring issues to identify root causes and recommend systemic process improvements to supervisors and management.
• Handle disruptive or frustrated callers with a high level of patience and emotional intelligence to de-escalate situations and provide satisfactory solutions.

Job Description

• Impact the business: By driving results aligned with stated goals for performance metrics, telephony metrics, utilization, productivity, attendance and attrition.

• Manage administrative responsibilities: Such as attendance tracking, queue administration, and corrective delivery.

• Influence the lives of others: Develop, train, and manage team members.

• Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.

• Keep morale high: Ensure motivational programs are in place and encourage frequent recognition.

• Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.

• Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction.

• Keep leaders informed: Relay important information in the form of timely and accurate reports.

Qualifications

• 2-6 years of work experience in CBSi call center environment
• Knowledge of CBSi program and systems
• Able to use knowledge of account to identify, evaluate and resolve issues
• Impact customer satisfaction and is accountable for individual results and the results of the team
• Good knowledge of Microsoft.