Subject Matter Expert

About the role

The Subject Matter Expert (SME) is the first point of contact of customers for requests or concerns relating to a product or service.

Key responsibilities

• Provide expert guidance on Operation workflows, service level agreements (SLAs), and key performance indicators (KPIs)
• Ensure adherence to standard operating procedures (SOPs) and continuous process improvement
• Support transitions, migrations, and stabilizations of new processes or clients
• Conduct operational audits and RCA (Root Cause Analysis) for escalations or service failures
• Design, develop, and maintain dashboards and periodic relevant reports
• Analyze workforce metrics, volume, utilization, and productivity trends
• Present data-driven insights to leadership for strategic decision-making
• Maintain reporting accuracy, automation initiatives, and data governance standards

About you

• At least 1–2 years of experience in a BPO, customer service, or related operations environment, preferably with experience as an SME, Team Lead, QA, WFM, or other support role
• Strong working knowledge of operations workflows, SOPs, SLAs, KPIs, and performance metrics
• Demonstrated expertise in the assigned product, service, campaign, or process, with the ability to provide accurate guidance and support to customers and internal teams
• Strong analytical and problem-solving skills, with the ability to identify trends, investigate issues, and perform basic Root Cause Analysis (RCA)
• Proficient in Microsoft Excel or Google Sheets, including the ability to organize, analyze, and present operational data
• Experience creating and maintaining reports, dashboards, trackers, and performance summaries
• Ability to interpret workforce and operational metrics, including volume, productivity, utilization, service levels, and other relevant performance indicators
• Strong attention to data accuracy, documentation, and data governance
• Demonstrated ability to identify process gaps and improvement opportunities and recommend practical solutions
• Strong communication and presentation skills, with the ability to clearly explain processes, findings, and data-driven recommendations to both frontline employees and leadership