subject matter expert - contact centre (voice, chat & email)

What requirements you'll need to be eligible

• 3–6 years of experience in Contact Center / BPO operations
• Minimum 1–2 years’ experience as SME / Senior Associate / Floor Support
• C1 English proficiency (mandatory for voice processes)
• Experience supporting Inbound & Outbound Voice, Chat, and Email channels
• Working knowledge of CRM systems, ticketing tools, and telephony platforms
• Strong analytical skills, attention to detail, and problem-solving mindset
• Strong proficiency using Google and Microsoft products.
• Excellent verbal and written communication, coaching, and stakeholder interaction skills

What you'll be doing on the job

The Subject Matter Expert (SME) will act as the first level of operational support between agents and Team Leads, ensuring high-quality customer interactions across inbound and outbound voice, cha...