SME "Spanish"

Cairo - Egypt

Monthly Salary: Not Disclosed

Posted on: 18 days ago

Vacancies: 1 Vacancy

Job Summary

About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies helping its clients represent protect and grow their brands. Leveraging a cloud-based infrastructure TaskUs serves clients in the fastest-growing sectors including social media e-commerce gaming streaming media food delivery ride-sharing HiTech FinTech and HealthTech.

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45000 employees globally. Presently we have a presence in twenty-three locations across twelve countries which include the Philippines India and the United States.

It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion exploring new technologies being ready to handle any challenge at a moments notice and mastering consistency in an ever-changing world.

What We Offer: At TaskUs we prioritize our employees well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established including Total Rewards Wellness HR and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover we actively encourage internal mobility and professional growth at all stages of an employees career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

Subject Matter Expert (SME) - Call Center

A General Operations Subject Matter Expert (SME) in a call center environment is a critical role focused on ensuring the smooth and efficient functioning of daily operations maintaining service quality and supporting the development of call center agents. They possess deep expertise in processes systems and tools and are instrumental in resolving complex issues driving process improvements and fostering a culture of excellence.

Responsibilities:

Training and Support:Provide comprehensive training and ongoing support to call center team members ensuring they have a deep understanding of operational processes systems and tools.
Problem Resolution:Troubleshoot and resolve complex operational challenges and customer queries identifying root causes and proposing effective solutions to minimize disruptions and ensure smooth service delivery.
Process Improvement and Innovation:Drive process improvement initiatives by identifying opportunities for streamlining workflows enhancing productivity and optimizing performance within call center operations.
Quality Assurance:Monitor and maintain service quality by regularly auditing calls chats or email interactions identifying gaps and providing constructive feedback to agents.
Mentorship and Coaching:Act as a mentor and coach for call center agents sharing knowledge and experience to upskill the team and improve overall performance.
Communication:Effectively communicate with team members stakeholders and clients to ensure alignment on goals and foster a positive work environment.
Performance Monitoring:Track and analyze team performance providing insights and implementing strategies for continuous improvement.
Documentation:Maintain and update knowledge bases job aids and training materials.
Client Liaison:Serve as a liaison between clients and the call center team ensuring outputs conform to client expectations and addressing discrepancies.
Risk Management:Perform quality control and risk management activities to ensure operational integrity.

Qualifications:

Proven experience working in a call center environment with a deep understanding of call center operations and functions.
Strong expertise in specific areas relevant to call center operations allowing for effective resolution of complex queries.
Excellent training and coaching skills to motivate and develop employees.
Exceptional verbal and written communication skills.
Strong problem-solving and analytical skills.
Ability to identify bottlenecks and implement measures to improve workflow efficiencies.
Proficiency with relevant technology software applications and call center systems.
Customer-focused with advanced customer service skills.
Ability to remain calm and in control of situations.
Bachelors degree in a related field (e.g. Human Resources Business Administration) is often preferred.

How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds demographics and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process please let us know.

We invite you to explore all TaskUs career opportunities and apply through the provided URL

About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies helping its clients represent protect and grow their brands. Leveraging a cloud-based infrastructure TaskUs serves clients in the fastest-growing sectors inc...

Subject Matter Expert (SME) - Call Center

Responsibilities:

Training and Support:Provide comprehensive training and ongoing support to call center team members ensuring they have a deep understanding of operational processes systems and tools.
Problem Resolution:Troubleshoot and resolve complex operational challenges and customer queries identifying root causes and proposing effective solutions to minimize disruptions and ensure smooth service delivery.
Process Improvement and Innovation:Drive process improvement initiatives by identifying opportunities for streamlining workflows enhancing productivity and optimizing performance within call center operations.
Quality Assurance:Monitor and maintain service quality by regularly auditing calls chats or email interactions identifying gaps and providing constructive feedback to agents.
Mentorship and Coaching:Act as a mentor and coach for call center agents sharing knowledge and experience to upskill the team and improve overall performance.
Communication:Effectively communicate with team members stakeholders and clients to ensure alignment on goals and foster a positive work environment.
Performance Monitoring:Track and analyze team performance providing insights and implementing strategies for continuous improvement.
Documentation:Maintain and update knowledge bases job aids and training materials.
Client Liaison:Serve as a liaison between clients and the call center team ensuring outputs conform to client expectations and addressing discrepancies.
Risk Management:Perform quality control and risk management activities to ensure operational integrity.

Qualifications:

Proven experience working in a call center environment with a deep understanding of call center operations and functions.
Strong expertise in specific areas relevant to call center operations allowing for effective resolution of complex queries.
Excellent training and coaching skills to motivate and develop employees.
Exceptional verbal and written communication skills.
Strong problem-solving and analytical skills.
Ability to identify bottlenecks and implement measures to improve workflow efficiencies.
Proficiency with relevant technology software applications and call center systems.
Customer-focused with advanced customer service skills.
Ability to remain calm and in control of situations.
Bachelors degree in a related field (e.g. Human Resources Business Administration) is often preferred.