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Subject Matter Expert (Internal Only)

AtentoMiramar, FL
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Overview

Schedule
Full-time
Career level
Senior-level
Benefits
Career Development

Job Description

  • 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.

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FAQs About Subject Matter Expert (Internal Only) Jobs at Atento

What is the work location for this position at Atento?
This job at Atento is located in Miramar, FL, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.
What pay range can candidates expect for this role at Atento?
Employer has not shared pay details for this role.
What employment applies to this position at Atento?
Atento lists this role as a Full-time position.
What experience level is required for this role at Atento?
Atento is looking for a candidate with "Senior-level" experience level.
What benefits are offered by Atento for this role?
Atento offers Career Development for this position. Actual benefits may vary depending on the employer's policies and employment terms.
What is the process to apply for this position at Atento?
You can apply for this role at Atento either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.