What are the responsibilities and job description for the TPTH-TYT-JAP_(27.01.2025) position at Teleperformance?
Overview
The Subject Matter Expert (SME) plays a critical role in ensuring operational excellence within our BPO company. As an SME, you will be the go-to resource for complex queries, providing guidance to team members, and continuously enhancing processes and workflows.
Qualifications
• Bachelor’s degree or equivalent diploma • Proven experience, preferably in a BPO or similar environment• Experience in working with multicultural teams and navigate diverse work culture and workflows in a fast-paced environment.• Strategic thinker with strong analytical and problem-solving skills • Empathy for the Social community platform users and passion to create an exceptional user experience and provide outstanding support• Excellent verbal and written communication skills, with the ability to convey information clearly across cultural boundaries.• Having high cultural awareness of political and social situations is a plus!• Proficiency in English and Multi-lingual (Japanese) is highly preferred (depends on the market assignment)• Strong interpersonal and communication skills to build relationships and foster collaboration among team members.• Identify potential risks and opportunities of improvement in the process and suggest solution
Responsibilities
• Responsible in providing expert-level knowledge support to the team • Assist in supervising day-to-day operations in accordance with requirements and SLAs adhering to the company’s standard operational processes.• Support leadership and acts as the second in command in driving and achieving program goals and objectives.• Ensure compliance with established company and regulatory guidelines and procedures to provide high quality service and outstanding customer care in both channels – social media and community forum.• Monitor team performance metrics and conduct regular performance reviews and identify areas for improvement • Collaborate with management to identify opportunities for process enhancements and lead the implementation of these improvements withun the team or the program.• Flag and escalate business risks timely to the management and participate in ensuring these identified issues are resolved through effective RCAs and action plans.
