SME (Internal for Tillful)

Subject Matter Expert

About Us

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Philippines Team is growing and we're looking for an experienced Subject Matter Expert to join our Helpware team.

Primary Responsibilities

• Work with the Team Leader and client POCs in defining procedures or standards, since he/she has the expertise of what the right or best way to execute a task..
• Monitor performance objectives and metrics, and determine acceptable performance levels.
• Act as the “go-to” person within a department or function for questions and problems within his/her area of expertise.
• Support the definition of processes and policies, business rules and procedures, and communicate the contexts in which the rules, processes, and policies are applied.
• Together with the team leader, set clear team goals and delegate tasks, and set deadlines.
• Help the Team Leader oversee day-to-day operations and discover training needs and provide coaching.
• Listen to team members’ feedback and resolve any issues or conflicts.
• Recognize high performance and reward accomplishments.
• Suggest and organize team-building activities that would help maintain team spirit.
• Act as POC for the program in the absence of the Team Leader
• Help maintain reports and other agent administrative files
  
  

Qualifications

• Minimum of 2+ years relevant experience in the BPO industry, with focus on mentoring team members and handling escalated transactions or tickets.
• Experience in using Zendesk, Salesforce, Intercom as a chat or email e-mail customer support platform is required;
• In-depth knowledge of performance metrics and coaching to the aforementioned.
• Professional level English communication skills required
• Proven leadership skills
• Organizational and time-management skills.
• Excellent decision-making skills
• Must be amenable to work on a hybrid work-set up.
• Must be amenable to work on graveyard and shifting, including weekend, schedules.
  
  

Work Environment

As the COVID-19 pandemic and the different levels of quarantine continue to threaten our future, what remains is our commitment to our people. We are committed to providing continuous employment to people, most especially to the ones severely affected by this pandemic. Our policy is our people first, and as such it is our goal to keep our employees safe during these uncertain times.