Subject Matter Expert

We are looking for a Subject Matter Expert (SME) to act as a Junior Team Leader and primary point of operational support for agents handling US restaurant takeout orders under the eAgent process. This role focuses on real-time floor support, issue resolution, performance guidance, and ensuring smooth daily operations.

Roles and Responsibilities

• Provide real-time floor support to agents for call handling, order processing, and system-related queries.

• Assist in resolving customer and restaurant partner issues with minimal impact on service levels.

• Manage the assigned team and ensure adherence to process guidelines, scripts, and service standards.

• Handle day-to-day operational escalations in coordination with Supervisors and Quality teams.

• Monitor agent performance and provide instant feedback, coaching, and guidance.

• Support new joiners during nesting and initial production phases.

• Act as a process expert and communicate product, system, and process updates to the team.

• Partner with Trainers and Quality teams during rollouts, pilots, and process changes.

• Share operational updates, challenges, and observations with Supervisors.

• Contribute to shift-level reports and operational trackers.

Skills and Qualifications

• Bachelors degree in any discipline (preferred).

• Strong knowledge of the eAgent process.

• Good problem-solving, decision-making, and multitasking abilities.

• Strong communication and interpersonal skills.

• Leadership mindset with the ability to guide and influence peers.