Operations SME & Process Coach

HCL Technologies Philippines Inc; Taguig; On-site; PHP 446,000 - 781,000; Full time

Job summary

HCL Technologies Philippines Inc is seeking a Subject Matter Expert (SME) to serve as the primary process expert for designated accounts and lines of business. You will coach agents, provide real-time guidance on policies and procedures, and assist leaders in floor operations and escalations.

The role drives coaching opportunities, monitors performance, and coordinates with Quality, Training, and Ops teams to sustain service quality and adherence to standards.

Qualifications

• Bachelor's degree preferred or equivalent work experience.
• Minimum of 2-3 years of BPO/customer service experience.
• At least 1 year of experience as an SME, Team Lead, or in a support role is preferred.
• Strong understanding of contact center metrics, processes, and customer service principles.
• Excellent verbal and written communication skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Proficient in Microsoft Office applications, especially Excel, Word, and PowerPoint.
• Ability to multitask and work effectively in a fast-paced environment.
• Willing to work on shifting schedules, weekends, and holidays as required.

Responsibilities

• Serve as the process expert for assigned accounts, programs, or lines of business.
• Provide real-time support and guidance to agents regarding policies, procedures, and customer handling.
• Assist Team Leaders in managing floor operations and addressing escalations.
• Monitor team performance and identify coaching opportunities to improve productivity and quality.
• Conduct refresher sessions, process updates, and knowledge-sharing activities.
• Analyze operational trends and recommend process improvements.
• Support new hire training, nesting, and onboarding activities.
• Handle complex customer issues and provide resolution guidance.
• Collaborate with Quality, Training, Workforce Management, and Operations teams to address performance gaps.
• Maintain up-to-date process documentation, job aids, and standard operating procedures (SOPs).
• Ensure compliance with client requirements, company policies, and operational standards.

Skills

Verbal and written communication

Analytical thinking

Leadership and coaching

Customer service principles

Multitasking

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Office

Excel

PowerPoint

Job description

HCL Technologies Philippines Inc is seeking a Subject Matter Expert (SME) to serve as the primary process expert for designated accounts and lines of business. You will coach agents, provide real-time guidance on policies and procedures, and assist leaders in floor operations and escalations.

The role drives coaching opportunities, monitors performance, and coordinates with Quality, Training, and Ops teams to sustain service quality and adherence to standards.