Subject Matter Expert (SME)

As a Subject Matter Expert (SME), you will make an impact by Will act as the first level of operational support between agents and Team Leaders, ensuring high-quality interactions with customers across voice, chat, and email channels, for both incoming and outgoing calls. You will be a valued member of the Brazil IOA CX Multi Channel Helpdesk team and work collaboratively with Partner with Quality, WFM and Client stakeholders for continuous improvement.



Willingness to work in 24/7 rotational shifts during business requirements; Work from Office



**In this role, you will:**



Serve as the point of contact for process clarifications, agent queries, and complex customer cases.



Provide real-time floor support for voice, chat, and email interactions.



Handle call/chat/email escalations and ensure resolution within defined SLAs.



Support Team Leads with monitoring performance, adheren...