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Contact Centre (Backend)

subject matter expert - contact centre (voice, chat & email)

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Overview
Job-type Contract
Job Category Contact Centre (Backend)
Industries Contact Centre
Salary MYR 6,600 - 9,000 /Month
Who you'll be working for
The client is a BPO.
What requirements you'll need to be eligible
  • 3–6 years of experience in Contact Center / BPO operations
  • Minimum 1–2 years’ experience as SME / Senior Associate / Floor Support
  • C1 English proficiency (mandatory for voice processes)
  • Experience supporting Inbound & Outbound Voice, Chat, and Email channels
  • Working knowledge of CRM systems, ticketing tools, and telephony platforms
  • Strong analytical skills, attention to detail, and problem-solving mindset
  • Strong proficiency using Google and Microsoft products.
  • Excellent verbal and written communication, coaching, and stakeholder interaction skills
What you'll be doing on the job
The Subject Matter Expert (SME) will act as the first level of operational support between agents and Team Leads, ensuring high-quality customer interactions across inbound and outbound voice, chat, and email channels. The role requires strong domain knowledge, B2-level English proficiency for voice support, and deep understanding of contact center metrics in a 24/7 delivery environment.
  • Serve as the point of contact for process clarifications, agent queries, and complex customer cases. 
  • Provide real-time floor support for voice, chat, and email interactions. 
  • Handle call/chat/email escalations and ensure resolution within defined SLAs. 
  • Support Team Leads with monitoring performance, adherence, and queue management. 
  • Conduct side-by-side coaching, error corrections, and process refreshers. 
  • Ensure agents comply with Cognizant policies, InfoSec, and data privacy guidelines.
  • Conduct RCA on the process gap, document and present to client as required 
  • Support onboarding, nesting support, and transitions for new joiners or process updates. 
  • Creating reporting and presentations to connect with internal and external stakeholders.
Consultant Contact
Posted by: Natasha Leong
Phone: +6013-366 0899
Email: natasha.leong@recruitfirst.co
Sound interesting?
Apply!

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