Subject Matter Expert/TL -International voice process

Pringle Technologies Inc.; NTR, Guntur District, Eluru District; On-site; INR 500,000 - 900,000; Full time

Job summary

Pringle Technologies Inc. seeks a Subject Matter Expert (SME) acting as Junior Team Leader to provide real-time operational support for US restaurant takeout orders. The role focuses on guidance, issue resolution, and ensuring smooth daily operations on the floor.

You will mentor agents, manage nesting for new joiners, and coordinate with Supervisors and Quality teams to maintain service levels and process adherence.

Qualifications

• Bachelors degree preferred in any discipline.
• 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.

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

eAgent process knowledge

Problem solving

Multitasking

Communication

Leadership

Education

Bachelor's degree

Job description

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.