Business Intelligence Analyst
Location
Ho Chi Minh City, Ho Chi Minh City
Job Type
Full time
Category
Business Operations Specialists
Posted
June 18, 2026
Description
The Sr. SME, Operations provides floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).
Essential Functions/Core Responsibilities
- Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).
- Assists in driving metrics of the team
- Monitor closure of service levels regularly.
- Ensure prompt escalations to Team Captain.
- Supervise team in the absence of the Team Captain.
- Monitor performance and quality scores of team.
- Take production calls as well as escalated calls.
Career Framework Role
Works autonomously within established procedures and practices; seeks guidance in the more complex aspects of the process (extensive latitude for independent judgment). Does not have any outstanding disciplinary, attendance or performance issues. Analyzes process-related problems and sugg...