Subject Matter Expert (INTERNAL ONLY)

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. Powered by JazzHR