Sr. SME (Voice Process)

Designation: Sr. SME – Operations
Location: Bangalore
Experience: 2 Years
Process: Voice – Sales
Compensation: 10% hike on current CTC

We are looking for a Senior Subject Matter Expert (SME) to support and drive performance within our Voice Sales process. The role will involve floor support coaching performance monitoring handling escalations and ensuring strong customer experience and sales outcomes.

• Provide floor support coaching feedback and learning sessions to agents.

• Monitor team performance quality sales metrics and service levels and identify improvement areas.

• Handle production calls escalated calls and complex customer queries.

• Understand customer needs through effective probing and active listening and provide appropriate solutions.

• Ensure timely escalation and resolution of critical issues.

• Support the Team Captain in managing daily operations and supervise the team in their absence.

• Identify process gaps and recommend improvements to enhance productivity quality and sales performance.

• Ensure customers clearly understand the solution and provide additional guidance where required.

• 2 years of experience in a Voice Process preferably in a Sales/Customer Service environment.

• Strong communication skills – verbal and written.

• Excellent customer handling probing and problem-solving skills.

• Ability to independently handle complex queries and escalations.

• Strong understanding of sales targets and performance metrics.

• Ability to coach and guide team members effectively.

• Customer-focused mindset with strong empathy and active listening.

• Ability to identify improvement opportunities and contribute to process enhancement.