SME (English)

TaskUs

What We Offer:

At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

Job Summary

A Subject Matter Expert (SME) is the definitive authority and go-to resource within the call center operation, possessing deep, specialized knowledge of a particular product, service, system, or business process. This role is crucial for resolving complex customer issues, driving continuous process improvement, and ensuring high service quality through knowledge transfer and agent mentorship. The typical support ratio for this role is often around 1 SME for every 15-20 agents.

Core Responsibilities

• Knowledge and Issue Resolution
  • Serve as the primary escalation point for complex or "Tier 2/3" customer queries and issues that frontline agents (L1) are unable to resolve.
  • Troubleshoot operational challenges, analyze problems, identify root causes, and propose effective, timely solutions.
  • Apply niche knowledge and deep understanding to resolve issues related to project deliverables or specific areas of expertise.
  • Ensure all deliverables and information provided are correct, accurate, and comply with company policies, regulations, and best practices.
• Training and Mentorship
  • Provide essential training, guidance, and support to team members, especially new hires, and coach them on performance and adherence to established policies.
  • Act as a mentor to less experienced agents, sharing knowledge and experience to upskill the entire team.
  • Responsible for creating, reviewing, and updating training manuals, job aids, and the team's internal knowledge base to reflect the latest process changes and client updates.
• Process Improvement and Documentation
  • Lead process innovation by identifying opportunities for streamlining processes, enhancing productivity, and optimizing overall BPO performance.
  • Support the creation and definition of business rules, standards, operating procedures, and performance objectives/benchmarks.
  • Gather and analyze relevant data to discover, track, and report on operational trends.

• Collaboration and Communication
  • Effectively communicate complex technical concepts and nuances into simple, clear, and understandable terms for diverse audiences, including agents, management, stakeholders, and clients.
  • Partner with other business leaders, such as Training and Quality Assurance, to ensure alignment on content and new hire performance.

Qualifications and Skills

• Experience: Typically requires a minimum of 1 2 years of experience as a high-performing agent or in a dedicated SME role within a call center environment.
• Education: Post-secondary education is often an asset.
• Technical Proficiency: Expert-level knowledge of the product, service, and systems (e.g., CRM, telephony platforms) used by agents.
• Language Skills: A minimum level C1 English proficiency is often required for SMEs, in addition to native or high proficiency in the campaign-specific language.
• Core Competencies:
  • Exceptional communication and presentation skills.
  • Strong analytical and critical thinking skills for problem-solving and process assessment.
  • Ability to work under tight deadlines and maintain focus on objectives.
  • Proven ability to coach, motivate, and mentor team members.
  • Extreme patience and high energy to keep teams motivated and engaged.