Subject Matter Expert/Lead

Sutherland
Alexandria
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 1+ yearsSkills: ["Attention to detail","Escalation handling","Real-time problem solving","Communication","Reporting"]

Serve as the first-line SME for a new agent support program in Alexandria, ensuring agents’ activities are completed and that daily appointments and priorities are properly communicated. Monitor and audit sales in a shared SharePoint tracker, validating legitimate sales and escalating or rejecting invalid ones. Track and report hourly productivity, provide real-time floor feedback, and deliver daily and weekly team reporting. Onsite availability is required.

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FursaFursa
Sutherland
Sutherland
7 hours ago

Subject Matter Expert/Lead

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Serve as the first-line SME for a new agent support program in Alexandria, ensuring agents’ activities are completed and that daily appointments and priorities are properly communicated. Monitor and audit sales in a shared SharePoint tracker, validating legitimate sales and escalating or rejecting invalid ones. Track and report hourly productivity, provide real-time floor feedback, and deliver daily and weekly team reporting. Onsite availability is required.
Location: Alexandria
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Check agent activities and ensure work is completed.
  • •Review daily appointments and tasks, and keep the team informed of priorities.
  • •Lock successful sales in the shared SharePoint tracker for authorized visibility.
  • •Audit and validate sales; escalate potentially invalid sales and reject invalid ones.
  • •Monitor agent productivity and provide hourly updates, daily reporting, and weekly Friday reporting.

Key Requirements

  • •At least 1 year of experience working in a BPO environment supporting agents in an SME capacity.
  • •Fluent Spanish or Italian plus B2 English; specify in your CV.
  • •Experience as an SME supporting a sales program is highly desirable.
  • •Able to work onsite in Alexandria.
  • •Open availability.
Experience:1+ yearsBPO
Skills:Attention to detailEscalation handlingReal-time problem solvingCommunicationReporting
Languages:EnglishSpanishItalian
Tech Stack:SharePoint

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
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