What are the responsibilities and job description for the Subject Matter Expert (INTERNAL ONLY) position at Atento?
- 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 TikTok 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 TikTok 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.