Subject Matter Expert (INTERNAL ONLY) at Atento, MIRAMAR, FL

Subject Matter Expert (INTERNAL ONLY) at Atento in MIRAMAR, FL. Est. up to $40k. Apply with swipeandhired.

• 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.