Operational SME

Is considered a tenured agent that supports and coaches team members while enforcing policies and balancing the need for efficiency. They will be the main liaison between training, quality, and operations.

 Responsibilities to include but not be limited the following

1. Coach and mentor new hire ‘Agents’ during nesting phase on the floor
2. Provide Real Time support by resolving inquiries, coaching & mentoring with high quality, speed, empathy and accuracy to tenured Agents post onboarding phase. This includes, but  not limited to: side-by-side coaching, Team Huddles, & RCA coaching.

• Assist in the implem...