Subject Matter Expert – Customer Service Operations

About the role

We are looking for a Subject Matter Expert (SME) to support our customer service department. The SME will oversee daily operations of assigned teams, ensuring high‑quality, accurate work and meeting performance targets. This role requires deep knowledge of the systems and processes used in a BPO/KPO environment.

Key responsibilities

• Supervise day‑to‑day activities of designated teams, monitoring performance and results.
• Maintain quality standards and accuracy across all tasks and processes.
• Handle escalations, applying knowledge of accounts, technology and business processes.
• Lead and mentor junior team members, fostering a results‑driven culture.
• Generate, interpret and analyse operational reports to drive improvements.
• Work flexible schedules, including graveyard or shift hours, to meet service demands.

Required profile

• Bachelor’s degree in any field or equivalent work experience.
• Minimum 2 years of experience in a customer‑service environment within a BPO/KPO or similar industry.
• Proven track record of delivering excellent Level 1 support.
• Strong communication, analytical and organizational abilities.
• Ability to make fast, high‑quality decisions and work independently.

Required skills

• Advanced reporting and data‑analysis capabilities.
• Proficiency with standard office productivity tools.
• Effective problem‑solving and decision‑making skills.