Job Description:
Sutherland is seeking a dedicated SME to support a new program launching in Alexandria! The SME is the first line of process and productivity support for agents. If you're ready for the next step in your career, can speak SPANISH or ITALIAN + English , we want to hear from you!
As an SME, you'll get to:
- Check agent activities and ensure work is completed.
- Review daily appointments and tasks and keep the team informed of priorities.
- Lock successful sales in the shared SharePoint tracker for authorized visibility.
- Audit and validate sales to determine whether they are valid.
- Escalate potentially invalid sales to the Team Manager or Agent and reject invalid sales as required.
- Ensure invalid sales are not counted as valid sales.
- Monitor agent productivity and share hourly productivity updates.
- Provide real-time feedback and floor support.
- Send a daily productivity report to the team.
- Send a weekly report every Friday showing the team's full-week position.
Qualifications:
- At least 1 year experience working in a BPO environment supporting agents in a SME capacity
- MUST speak SPANISH or ITALIAN fluently + B2 English (please note on CV)
- Experience as an SME supporting a sales program will be highly desirable
- Able to work onsite in Alexandria
- Open availability
