Subject Matter Expert (INTERNAL ONLY) jobs in United States
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Atento · 2 months ago

Subject Matter Expert (INTERNAL ONLY)

positionMIRAMAR, FL
timeFull-time
remoteOnsite
seniorityMid Level

Atento is a company seeking a Subject Matter Expert to enhance operational performance. The role involves managing and reporting on team performance, coaching agents, and ensuring effective ticket handling across multiple sites.

CRMOutsourcingSalesTechnical Support

Responsibilities

Propose a functional operational structure to deliver the following outcomes:
Manage and Report Pillar Performance – (Supervisors)
Have good product knowledge to apply root cause analysis and provide support to agents in handling difficult/escalated cases/tickets
Drive team’s efficiency and proficiency through 1:1 coaching sessions & quartile management approach based on observations and QA evaluation results
Report updates (highlights low lights, help needed) items
Report performance trends and drivers of such trends
Work closely with workforce to ensure tickets are handled within SLA
Manage ticket queue/assignment when WF is out of shift
Communicate such reports with TikTok counterpart
Subject Matter Expert per Pillar – (Senior Agents)
Master the process and procedures discussed in training
Answer questions and provide support to specific pillar related questions from both sites
Have good product knowledge to apply root cause analysis and provide support to agents to close tickets
Communicate such “product specific updates/issues” with TikTok counterpart
Train Incoming agents per pillar – (Trainers)
Expert POC that has the skills to conduct training and would have expertise on the assigned pillar
Ensure that the structure covers both Miramar and Barcelona sites

Qualification

Root cause analysisProduct knowledgeCoaching skillsPerformance reportingTraining skillsCommunication skills

Required

Propose a functional operational structure to deliver the following outcomes
Manage and Report Pillar Performance
Have good product knowledge to apply root cause analysis and provide support to agents in handling difficult/escalated cases/tickets
Drive team's efficiency and proficiency through 1:1 coaching sessions & quartile management approach based on observations and QA evaluation results
Report updates (highlights low lights, help needed) items
Report performance trends and drivers of such trends
Work closely with workforce to ensure tickets are handled within SLA
Manage ticket queue/assignment when WF is out of shift
Communicate such reports with TikTok counterpart
Master the process and procedures discussed in training
Answer questions and provide support to specific pillar related questions from both sites
Have good product knowledge to apply root cause analysis and provide support to agents to close tickets
Communicate such 'product specific updates/issues' with TikTok counterpart
Train Incoming agents per pillar
Expert POC that has the skills to conduct training and would have expertise on the assigned pillar
Ensure that the structure covers both Miramar and Barcelona sites

Company

Atento

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Glassdoor3.6
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Atento offers customer relationship management and business process outsourcing services.
dateFounded in 1999
location
Madrid, Madrid, ESP
people-size10001+ employees
web-link
http://atento.com

Funding

Current Stage
Public Company
Total Funding
$119.6M
Key Investors
IDB Invest
2023-08-31Post Ipo Debt· $37M
2023-03-15Post Ipo Debt· $39.6M
2023-02-03Post Ipo Equity

Leadership Team

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Dimitrius Oliveira
CEO
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Alvaro Badiola Guerra
Group CFO
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Recent News

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Business Wire
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Company data provided by crunchbase