Interim Subject Matter Expert - Frontier

Consult; Philippines; Hybrid; PHP 420,000 - 660,000; Full time

Job summary

Consult is seeking a Subject Matter Expert in the Philippines to oversee day-to-day operations of assigned teams, ensuring work is performed with quality, accuracy and the highest standards. The SME provides expert knowledge of systems related to the job function and leads the support activities.

The role emphasizes escalations management, strong communication, and data-driven reporting to improve service levels.

Qualifications

• Bachelor’s degree or equivalent work experience.
• Minimum 2 years work experience in customer service environment in a BPO/KPO or similar industry.
• Experience in high tech industry, preferably in IT, Telco or data centers.
• Track record in providing excellent service while in Level 1 support.
• Knowledgeable on product or account he or she will be supporting.

Responsibilities

• Oversee day-to-day operations of assigned teams.
• Ensure work is performed with quality, accuracy and the highest standards.
• Lead escalations and guide junior team members to resolve issues.
• Communicate effectively with internal and external stakeholders to maintain service levels.
• Drive for results and maintain professional standards across shifts.

Skills

Strong communication

Reporting skills

Analytical skills

Organizational skills

Education

Bachelor’s Degree or equivalent

Job description

Overview

The Subject Matter Expert provides support within the department and are responsible for overseeing the day to day operation, performance and results for their assigned teams ensuring work is performed with quality, accuracy and with the highest standards. The SME must have extensive knowledge of systems related to the job function and expertise for all tasks and processes for which they support.

Responsibilities

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Qualifications

• Bachelor’s Degree (any field) or equivalent work experience
• Minimum of 2 years work experience in customer service environment in a BPO/KPO or similar industry

• Knowledge
• Experience in the high tech industry, preferably in IT, Telco or data centers
• Track record in providing excellent service while in Level 1 support
• Knowledgeable on product or account he or she will be supporting

• Skills
• Strong communication skills
• Above average reporting skills
• Excellent analytical skills
• Must possess effective organizational skills and time management skills

• Abilities
• • Ability to apply knowledge of accounts business, technology and processes to manage escalations and lead more junior team members.
  • Ability to problem solve independently and make fast but high quality decisions
  • Ability to create, interpret and analyze reports
  • Ability to exhibit professionalism
  • Ability to drive for results and motivate others in order to meet organizational goals, expectations and requirements of internal and external customers.
  • Ability to work a flexible schedule (graveyard/shifting schedule)