Role and Key Responsibilities:

• We are looking for a Subject Matter Expert for who has experience in managing a retail business, we are recruiting for one of the worlds renowned retail chains, candidate should be able to display strong metric management and manage customer escalations.
• Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).
• Assists in driving metrics of the team.
• Monitor closure of service levels regularly.
• Ensure prompt escalations to the Team Captain.
• Supervise team in the absence of the Team Captain.
• Monitor performance and quality scores of teams.
• Take production and escalated calls.

Key skills & knowledge:

• 2+ years of professional experience in content moderation
• Good communication skills -B2
• Understanding of operational and quality metrics
• Resilience - strong emotional fortitude and resilience in handling potentially sensitive content
• Critical thinking - ability to effectively navigate gray areas, break down complex problems and develop independent solutions.
• Efficient time management
• Ability to work non-standard hours as required.
• Strong attention to detail and analytical skills

Educational Qualification : Graduation