Subject Matter Expert for Cebu
Location
cebu, central visayas
Job Type
Full-time
Category
Other-General
Posted
May 29, 2026
Job Description
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 suggest possible solutions. Guides and trains junior team member and facilitates their work. Demonstrates mastery of required behaviors...