Subject Matter Expert

7 months ago

กรงเทพมหานคร, Thailand Teleperformance Full time

Qualifications:

- A bachelor's degree in a relevant field is often required.
- In-depth understanding of the processes relevant to the BPO operations.
- Proven experience in a related role, demonstrating a track record of success and a comprehensive understanding of the industry and processes.
- Experience in designing and delivering training programs for new hires and existing team members.
- Strong verbal and written communication skills to effectively convey complex information to both team members and clients.
- Ability to analyze complex issues, troubleshoot problems, and provide effective solutions.
- Leadership skills to guide and mentor team members, fostering a positive and productive work environment.
- Proficiency in analyzing data, performance metrics, and key performance indicators to identify areas for improvement.
- Experience in implementing and monitoring quality assurance measures to ensure compliance with standards and client requirements.
- Ability to interact with clients, understand their needs, and address concerns. Client relationship management skills are often crucial.
- Ability to collaborate with cross-functional teams, including other SMEs, team leads, and stakeholders.

**Responsibilities**:

- Develop a deep understanding of the specific processes being outsourced, including workflows, procedures, and key performance indicators (KPIs).
- Design and deliver training programs for new hires, ensuring that team members are well-versed in the processes they will be handling.
- Conduct ongoing training sessions to keep the team updated on changes and improvements.
- Monitor and evaluate the quality of work produced by the BPO team to ensure adherence to established standards.
- Implement quality control measures and provide feedback to improve performance.
- Act as a point of contact for addressing complex issues or escalations, utilizing expertise to troubleshoot and resolve problems efficiently.
- Create and maintain comprehensive documentation for processes, procedures, and best practices.
- Ensure that documentation is up-to-date and accessible to all team members.
- Analyze performance metrics and KPIs to identify areas for improvement.
- Collaborate with management to implement changes and optimizations.
- Collaborate with other SMEs, team leads, and stakeholders to share knowledge and best practices.
- Work across departments to address interrelated issues and improve overall business processes.
- Generate and analyze reports related to team performance, trends, and key metrics.
- Provide insights and recommendations for strategic decision-making.
- Provide guidance and support to team members, helping them develop their skills and capabilities.
- Foster a positive and collaborative work environment.

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