Urgent Hiring-Subject Matter Expert

4 weeks ago

Quezon City, Philippines Tech Mahindra Full time

Overview

HR-RMG-Business Associate Corporate Recruiter Specialist at Tech Mahindra

Responsibilities

The Subject Matter Expert (SME) is responsible for providing process expertise, real-time operational support, and performance guidance to the operations team. Acting as a bridge between frontline agents, quality, and training teams, the SME ensures service excellence, process compliance, and continuous improvement in line with client expectations.

Skills
  • In-depth knowledge of the specific process, product, or client account handled.
  • Strong understanding of CRM systems, ticketing tools, and reporting dashboards.
  • Ability to interpret and explain SLAs, KPIs, and compliance requirements.
  • Clear verbal and written skills for explaining complex topics simply.
  • Capability to train and mentor team members effectively.
  • Quick thinking for resolving escalations and workflow issues.
  • Accuracy in monitoring processes and identifying discrepancies.
  • Ability to work cross-functionally with various teams.
Behavioral Attributes
  • Proactive and approachable in providing support.
  • Strong ownership and accountability.
  • Resilient under high-pressure and fast-paced environments.
Requirements & Qualifications
  • 2 years Diploma Course or Highschool graduate but with strong relevant experience
  • Good analytical and problem-solving skills
  • Good documentation skills and proficient in MS Excel, MS Word and MS PowerPoint
  • Amenable to work on 24/7 shifting schedule, holidays, weekends and rest days
  • Strong adaptability to new tools, technologies, and workflows.
Seniority level
  • Entry level
Employment type
  • Full-time
Job function
  • Human Resources
Industries
  • IT Services and IT Consulting
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