AceNgage Infoservices - SME Operations Role

Salary Range - 10 - 15 LPA

Job Title: SME Operations

Essential functions and responsibilities:

- Manage team of Engagement Specialists.

- Review the daily tasks.

- Setting weekly and monthly targets for the team to ensure the client expectations are met.

- Ensure daily targets are met and Engagement Specialists meet the required productivity levels.

- Review the team performance on a weekly basis.

- Track the deadlines set for client campaigns and ensure there are no delays.

- Assess training and coaching needs, client service skills, product knowledge and system navigation skills of counsellors and managers.

- Create monthly, quarterly and other statical reports as well as analysis for the leadership team and studies on the outcomes of quality improvement programs.

- Develop systems to monitor and ensure employees are performing their responsibilities according to the training.

- Ensure performance reviews are conducted every month.

Qualification / Experience Required:

- MBA/ Postgraduate in any discipline with minimum 2 years of team handling skills.

- Experience in conducting review meetings.

- HR processes knowledge is a nice to have skill.

- Phenomenal communication, presentation and public speaking skills.

- Should have some client interaction experience.

- Organizational and time management abilities along with Critical thinking and decision making is desired.

- Strong business and HR acumen, including problem solving skills, critical thinking, and analytical skills.

- Excellent verbal, written and interpersonal communication skills.

- Position will be based in an office or remote, or some combination of both based on business needs.