Subject Matter Expert - Shaw

ibex; Philippines; On-site; PHP 480,000 - 600,000; Full time

Job summary

ibex is seeking a Subject Matter Expert in the Philippines to oversee day-to-day operations of assigned teams, ensuring quality, accuracy and high standards in all tasks.

You will apply extensive knowledge of the relevant systems, manage escalations, mentor junior members, and drive timely, data-driven decisions while maintaining professional conduct and flexible scheduling.

Qualifications

• Bachelor’s Degree or equivalent work experience.
• Minimum of 2 years work experience in customer service environment in a BPO/KPO or similar industry.
• Strong communication and analytical skills required.

Responsibilities

• Oversee day-to-day operations and ensure quality in assigned teams.

Skills

Communication skills

Reporting skills

Analytical skills

Organizational skills

Team leadership

Education

Bachelor’s Degree (any field)

Job description

Overview

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Responsibilities

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.

Qualifications

REQUIREMENTS:

• 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

• 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)