Subject Matter Expert

**Subject Matter Expert (SME)**

**About Us**:
Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best in class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

**Position Overview**:
**Manages and oversees the activities of a team of CSR's, ensuring that each individual performs at par with the standards set by the company and the client. Monitors the performance of each team member against specified account / program metrics, and provides the necessary support and assistance in order for metrics to be improved on, attained, or exceeded. Regularly performs tasks related to team management (i.e. coaching and mentoring, performance feedback-giving), as well as data reporting on the team's performance. Performs administrative duties for the team (i.e. payroll templates); Motivates agents to perform at their maximum capacity in order to fulfill professional growth targets, enhance the productivity of the account, and the overall profitability of the company. While still performing production work as assigned (i.e. call taking, ticket work).**:
**Primary Responsibilities**:

- Manage help desk software or ticket system
- Troubleshooting and managing simple software issues using knowledgebase articles and FAQs
- Provide help regarding the company product or services
- Stay up-to-date with updates, changes within the company
- Research questions on available resources (FAQ manual)
- Delegate difficult problems to the second level support (Team lead)
- Performance Coach is assigned a specific client(s) that they will monitor/coach and be held accountable for the performance goals (client ownership)
- Monitors (and held accountable for) key metrics of the client and Contact Center
- Responsible for teaching skills needed to achieve client goals and ensuring compliance with and effectiveness of those skills
- Responsible for agent satisfaction with coaching and skills taught as measured by monitor form and survey
- Maintains and identifies agent's performance data and trends to include week-over-week trends, key metrics, select compliance, etc.
- Analyzes data and identifies performance gaps (in the client's process/procedure) and provides feedback to the Team Lead/Operations Team
- Informs receptiveness to receive feedback (“coach-ability” score) to the Team Leader
- Participates in weekly meetings to discuss strategies to improve overall center performance
- Participates in weekly/monthly calibration sessions
- Monitor/coach associates
- Performs projects and other duties as assigned

**Qualifications**:

- Minimum of 2 years experience in the same capacity with excellent experience in people and client management
- Commitment to a 40 hour work week, to include the hours between 6am-9pm, Monday through Sunday. Schedule may vary based on business needs
- Experience of at least one year in the BPO industry is preferred
- Excellent English communication skills - Verbal and written
- Proven ability to train and motivate others
- Ability to facilitate/conduct virtual meetings in a one-on-one and/or group setting
- Good customer service, multi-tasking and problem-solving skills
- Excellent organizational and communication skills including client-facing interaction
- Highly motivated, energetic with the ability to excel in a fast-paced changing environment
- Ability to adapt to a dynamic environment where changes may take place at any given time
- Ability to analyze data and use that data to drive decision making and implementation of effective solutions
- Proven ability to be a good team player, decision maker and is able to effectively handle complex situations
- Foster a positive attitude and a team player
- Must be a good collaborator and can exceed expectations

**Internal Qualifications**:

- Have minimum 2 months of solid employment history with Helpware
- No written corrective action or above in the last 2 months
- Must have met all performance and quality standards for 1 of the past 2 months