What are the responsibilities and job description for the SME position at KM2 Solutions?
Position Requirements.
Experience:
Minimum 6 months in senior/lead customer service/collections role. Experience in related telecommunications operations, customer service operations, and operations analysis is required. Candidate should have familiarity with program assigned systems.
Education:
College Graduate Degree is a plus
Knowledge:
- Expert in the campaign product and system.
Skills
- Excellent verbal, written, and interpersonal communication skills.
- Strong computer skills including MS Office
- Possesses strong organizational skills and attention to detail.
- Ability to multi-task, meet multiple deadlines and handle pressure with tact and poise.
- Proven ability to prioritize.
- Strong communication, administrative and organizational skills.
- Be flexible and adaptive to new ideas and change.
- Ability to develop employees through positive motivation and training.
- Ability to work independently in a fast-paced environment.
- Ability to interact with management.
- Conflict Management
- Leadership Skills
Other requirements:
SME will be always around a Supervisor in the same area. SME won't be by himself/herself on the floor without Supervisor on the same floor and nearby.
- Bonuses - Per program needs and requirements
- Phone time 25% - Per program needs and requirements
- QA monitoring, development - Coach/Certify
- No disciplinary authority - Only Supervisor and above will provide disciplinary actions as needed
- No approval IDs (only if it is client request, if it is so, client will certify)
- Only Supervisor will manage attendance tracker and TT
- Responsible to assist to Conference calls - Updates - Huddle
Training checklist - Certify as SME -30-60-90-day prob. period
SME - Program Manager / Operations Manager
Job Opening - 6 months on the program
Permanent Contract
T3 level - 550$
Bonus - 275$