Job Description

About the Role:

The SME will be responsible for supporting new joiners during OJT by providing real-time guidance, resolving escalations, and ensuring process understanding and KPI achievement. The incumbent will report to the Assistant Manager. The incumbent will have to work as part of a multi-functional team, and this involves collaboration with the internal team and external stakeholders.

Requirements

Job Responsibilities:

Provide real-time floor support to Rookies during their OJT phase Assist Rookies in understanding systems, processes, and handling live customer scenarios Take ownership of supervisor-level customer escalations as needed Ensure accurate call dispositioning and ticket handling by new agents Coach Rookies on objection handling techniques and effective rebuttals Monitor and support Rookie performance to ensure KPI achievement as per the milestone plan (100% by M4) Maintain individual performance while balancing floor support responsibilities
Key Result Areas:

100% target achievement by all assigned Rookies during OJT Zero errors in disposition and ticketing Escalation Management Rookie readiness in objection handling 100% KPI compliance by Rookies by Month 4 (M4)
Competencies (Skills essential to the role):

Excellent product and process knowledge Strong communication skills Familiarity with all process steps and common call scenarios
Educational Qualification / Other Requirement:

HSC Minimum 6 months of experience in the system (80% + QA score, 90% PKT score, 85% Target Achievement MOM - Last 3 months).
Role Type / Key working relationships:

Individual Contributor Internal team External stakeholders

Benefits

What can you expect from RPCI?

Our values lie at the core of our mission and vision. We believe that it's our people who make our company what it is. We believe in: Service Relationships Teamwork Responsibility



DEI statement: At RPCI, we believe in commitment to build an inclusive, varied workplace welcoming to people of all backgrounds.