The Subject Matter Expert (SME) plays a critical role in ensuring operational excellence within our BPO company. As an SME, you will be the go-to resource for complex queries, providing guidance to team members, and continuously enhancing processes and workflows.
• Bachelor’s degree or equivalent diploma
• Proven experience, preferably in a BPO or similar environment
• Experience in working with multicultural teams and navigate diverse work culture and workflows in a fast-paced environment.
• Strategic thinker with strong analytical and problem-solving skills
• Empathy for the Social community platform users and passion to create an exceptional user experience and provide outstanding support
• Excellent verbal and written communication skills, with the ability to convey information clearly across cultural boundaries.
• Having high cultural awareness of political and social situations is a plus!
• Proficiency in English and Multi-lingual (Japanese) is highly preferred (depends on the market assignment)
• Strong interpersonal and communication skills to build relationships and foster collaboration among team members.
• Identify potential risks and opportunities of improvement in the process and suggest solution
• Responsible in providing expert-level knowledge support to the team
• Assist in supervising day-to-day operations in accordance with requirements and SLAs adhering to the company’s standard operational processes.
• Support leadership and acts as the second in command in driving and achieving program goals and objectives.
• Ensure compliance with established company and regulatory guidelines and procedures to provide high quality service and outstanding customer care in both channels – social media and community forum.
• Monitor team performance metrics and conduct regular performance reviews and identify areas for improvement
• Collaborate with management to identify opportunities for process enhancements and lead the implementation of these improvements withun the team or the program.
• Flag and escalate business risks timely to the management and participate in ensuring these identified issues are resolved through effective RCAs and action plans.