SME (English)

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.

Job Summary

A Subject Matter Expert (SME) is the definitive authority and go-to resource within the call center operation possessing deep specialized knowledge of a particular product service system or business process. This role is crucial for resolving complex customer issues driving continuous process improvement and ensuring high service quality through knowledge transfer and agent mentorship. The typical support ratio for this role is often around 1 SME for every 15-20 agents.

Core Responsibilities

• Knowledge and Issue Resolution
  • Serve as the primary escalation point for complex or Tier 2/3 customer queries and issues that frontline agents (L1) are unable to resolve.
  • Troubleshoot operational challenges analyze problems identify root causes and propose effective timely solutions.
  • Apply niche knowledge and deep understanding to resolve issues related to project deliverables or specific areas of expertise.
  • Ensure all deliverables and information provided are correct accurate and comply with company policies regulations and best practices.
• Training and Mentorship
  • Provide essential training guidance and support to team members especially new hires and coach them on performance and adherence to established policies.
  • Act as a mentor to less experienced agents sharing knowledge and experience to upskill the entire team.
  • Responsible for creating reviewing and updating training manuals job aids and the teams internal knowledge base to reflect the latest process changes and client updates.
• Process Improvement and Documentation
  • Lead process innovation by identifying opportunities for streamlining processes enhancing productivity and optimizing overall BPO performance.
  • Support the creation and definition of business rules standards operating procedures and performance objectives/benchmarks.
  • Gather and analyze relevant data to discover track and report on operational trends.

• Collaboration and Communication
  • Effectively communicate complex technical concepts and nuances into simple clear and understandable terms for diverse audiences including agents management stakeholders and clients.
  • Partner with other business leaders such as Training and Quality Assurance to ensure alignment on content and new hire performance.

Qualifications and Skills

• Experience:Typically requires a minimum of 12 years of experience as a high-performing agent or in a dedicated SME role within a call center environment.
• Education:Post-secondary education is often an asset.
• Technical Proficiency:Expert-level knowledge of the product service and systems (e.g. CRM telephony platforms) used by agents.
• Language Skills:A minimum level C1 English proficiency is often required for SMEs in addition to native or high proficiency in the campaign-specific language.
• Core Competencies:
  • Exceptional communication and presentation skills.
  • Strong analytical and critical thinking skills for problem-solving and process assessment.
  • Ability to work under tight deadlines and maintain focus on objectives.
  • Proven ability to coach motivate and mentor team members.
  • Extreme patience and high energy to keep teams motivated and engaged.

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