Subject Matter Support

POSITION SUMMARY : 

The role of the Subject Matter Support (SMS) entails overseeing and monitoring cases initiated by Telesales Agents, ensuring efficient resolution, and promptly escalating issues to the relevant departments for swift handling.

DUTIES AND RESPONSIBILITIES:

Ensure prompt resolution of all issues in the Telesales and Team Leader queues within the CRM system.

Assess the urgency of each case and prioritize work tasks accordingly. Work closely with agents to monitor the status of each case in the database.

Provide direction and oversight to front liners on appropriate case-generation practices.

Ensure compliance with established processes and procedures.

Generate and send daily operational reports to internal management and clients.

Demonstrate flexibility by offering to work longer hours when necessary.

Provide cross-functional support to the Operations team as needed.

REQUIREMENTS:

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