IJP: 2nd Line Support Subject Matter Expert US

2 days ago

Taguig, National Capital Region, Philippines HelloConnect Full time

Job Description
As a 2LS Subject Matter Expert (SME), you will serve as a key support resource within the Second Line Support (2LS) team, providing advanced assistance to agents and leadership in resolving complex or escalated cases. You will leverage your deep operational knowledge, analytical skills, and problem-solving abilities to drive efficiency, improve case resolution quality, and uphold service excellence.

This role bridges communication between frontline teams and leadership by identifying trends, ensuring process alignment, and promoting a culture of continuous improvement. You will also assist in mentoring, documentation, and cross-functional collaboration while maintaining strong adherence to company policies and Core Values.

Day-to-Day Responsibilities

  • Handle and resolve complex or escalated cases that require advanced troubleshooting or procedural expertise.
  • Conduct root cause analysis (RCA) and propose corrective and preventive action plans (CAPA) for recurring issues.
  • Monitor and validate issue trends through daily Gemba reports, wrap-up analysis, and escalation reviews.
  • Collaborate with QA, Training, and Leadership teams to identify process gaps and implement improvements.
  • Prepare and present daily, weekly, and monthly performance summaries, including top call drivers and emerging issues.
  • Check and monitor daily attendance and adherence of assigned 2LS teammates.
  • Provide mentoring and coaching to agents to enhance quality, accuracy, and case-handling performance.
  • Maintain up-to-date documentation in the knowledge base and ensure alignment across teams.
  • Participate in calibration sessions, QA discussions, and Gemba evaluations to maintain consistency.
  • Support the onboarding and upskilling of new or transitioning 2LS teammates.
  • Escalate unresolved or recurring technical issues and follow through until resolution.
  • Promote compliance with Core Values, company policies, and confidentiality standards in all interactions.

Minimum Requirements
Required Qualifications & Competencies

  • At least 2 years of tenure with HelloConnect.
  • Minimum 1 year of experience in 2LS operations.
  • No Notice to Explain (NTE) or active attendance issue.
  • Must have a passing Core Values rating.
  • Past SME experience is a plus

Core Competencies

  • Demonstrated expertise in 2LS case handling and customer service escalation management.
  • Strong analytical, documentation, and reporting skills.
  • Proficiency in Google Suite; experience with Genesys Cloud or similar ticketing tools is preferred.
  • Excellent communication, collaboration, and presentation skills.
  • Proven coaching, mentoring, and leadership capabilities.
  • Ability to manage multiple priorities while maintaining accuracy and meeting deadlines.
  • Solid understanding of SLA management, process improvement, and data-driven decision-making.
  • Knowledge of occupational health, safety, and data protection best practices.
  • Strong commitment to the company's Core Values, professionalism, and continuous improvement.

Performance Metrics & Accountability

  • Adherence to attendance and shift schedules.
  • Timely and accurate submission of reports.
  • Zero escalations due to process negligence.
  • Quality compliance and coaching efficiency.
  • Positive feedback from peers and leadership.

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