Subject Matter Expert

2 weeks ago

Gurugram Haryana, India ixigo Full time

**Company Description**
ConfirmTkt and AbhiBus became a part of ixigo in 2021. ixigo is headquartered in Gurugram with offices in Bangalore (ConfirmTkt) and Hyderabad (AbhiBus). The ixigo, ConfirmTkt and AbhiBus apps allow travellers to book train tickets, flight tickets, bus tickets, hotels, cabs and provide travel utility tools and services developed using in-house proprietary algorithms and crowd
- sourced information. In 2022, as per data.ai, ixigo was featured in the Top 10 most downloaded travel apps worldwide
- Act as the primary SpoC between the ixigo and outsourced contact centre partners, ensuring seamless communication and alignment of objectives.
- Ensure contractual compliance and adherence to SLAs, KPIs, and regulatory requirements.
- Escalation point for operational issues, ensuring swift resolution while safeguarding customer experience.
- Monitor and analyse defined partner performance metrics (AHT, NPS, FCR, utilisation, attrition) and proactively identify trends, risks, and opportunities.
- Ensure partners are continuously enabled with the latest product/process knowledge, FAQs, and escalation protocols.
- Monitor real-time dashboards and take corrective actions for queue management, occupancy, and workload balancing.
- Ensure accurate reporting and MIS updates for management review.
- Coordinate with Contact Centre partners to align staffing schedules and forecast requirements.
- Act as a customer advocate, providing feedback to process/product teams on recurring customer pain points.
- Uplift in NPS score and FCR%, and reduction in the count of Repeat customers.
- Improved agent productivity and engagement scores.

**Qualifications**
- Expertise in contact centre operations, including workforce management, quality assurance, and escalation management.
- Strong knowledge of CX metrics (CSAT, NPS, AHT, SLA, FCR).
- Proficiency in contact centre platforms (Voice dialer, Freshdesk, etc).
- Excellent stakeholder management, influencing, and consulting skills.
- Strong data-driven decision-making capability with advanced analytics acumen.
- 3-4 years of progressive experience in contact centre management.
- Proven track record of driving measurable improvements in operational KPIs and customer experience outcomes.

Note:

- This role requires to work for 5.5 days in a week.
**Additional Information** Responsible for safeguarding sensitive company data against unauthorized access, use, or disclosure, and for reporting any suspected security incidents in line with the organization's ISMS (Information Security Management System) policies and procedures.

  • Subject Matter Expert

    2 weeks ago

    Gurugram, Haryana, India OKayGo Full time

    We are hiring Subject Matter Experts (SMEs) for part time basis who would help us in creating assessments for the below mentioned domains. **IT**: Topics to be covered - Cloud Computing, Power BI and Tableau, QA and testing, Android, iOS **Core Engineering**: Topics to be covered - Electronic Devices, Network Analysis and Synthesis, Communication System,...

  • Subject Matter Expert

    2 weeks ago

    Sohna, Gurugram, Haryana, India K12 Online School Full time

    **Subject Matter Expert (Curriculum Developer) - Math & English** **Location**: Gurgaon, Sector 47 (Work From Office) **Experience**: 3-7 years **Joining**: Immediate **Working Days**: 6 days/week **About the Role** **Key Responsibilities** - Develop curriculum content, lesson plans, assessments, and activities for Grades 6-8. - Align lessons with...

  • Subject matter expert

    5 days ago

    haryana, India InsuranceDekho Full time

    Job Title: SME – Insurance (Fire, Group, Machine, Worker Insurance & Home Loan) Location: Gurgaon Department: SME / Insurance Vertical Company: InsuranceDekho About the Role: We are looking for a dynamic and knowledgeable Subject Matter Expert (SME) to join our Insurance team at InsuranceDekho (Gurgaon). The ideal candidate will have experience or strong...

  • Subject Matter Expert

    2 days ago

    Gurugram, Haryana, India Suraj School Sec 52 Full time

    Core qualifications and skills **Educational background**: A bachelor's or master's degree in a STEM field (science, technology, engineering, or mathematics) is standard, with a B.Ed or other relevant teaching certification typically required. For higher education roles, a PhD is often preferred. **Pedagogical expertise**: This includes a variety of...

  • Subject Matter Expert

    4 days ago

    Gurugram, Haryana, India AKRD technology corporation Full time

    Job Description: Subject Matter Expert (SME) - Social Science Gurgaon Sector 44 Position Overview **Key Responsibilities** 1. Content Development: Develop well-explained, step-by-step solutions to unsolved end-chapter exercises across multiple boards and formats. Ensure content is accurate, error-free, and adheres to high-quality standards. 2. Content...

  • Subject matter expert

    6 days ago

    Gurugram, India InsuranceDekho Full time

    Job Title: SME – Insurance (Fire, Group, Machine,Worker Insurance & Home Loan)Location: GurgaonDepartment: SME / Insurance VerticalCompany: InsuranceDekhoAbout the Role:We are looking for a dynamic and knowledgeable Subject Matter Expert (SME) to join ourInsurance team at InsuranceDekho (Gurgaon). The ideal candidate will have experience orstrong...

  • Subject matter expert

    7 days ago

    Gurugram, India InsuranceDekho Full time

    Job Title: SME – Insurance (Fire, Group, Machine,Worker Insurance & Home Loan)Location: GurgaonDepartment: SME / Insurance VerticalCompany: InsuranceDekhoAbout the Role:We are looking for a dynamic and knowledgeable Subject Matter Expert (SME) to join ourInsurance team at InsuranceDekho (Gurgaon). The ideal candidate will have experience orstrong...

  • Subject matter expert

    6 days ago

    Gurugram, India InsuranceDekho Full time

    Job Title: SME – Insurance (Fire, Group, Machine,Worker Insurance & Home Loan)Location: GurgaonDepartment: SME / Insurance VerticalCompany: InsuranceDekhoAbout the Role:We are looking for a dynamic and knowledgeable Subject Matter Expert (SME) to join ourInsurance team at InsuranceDekho (Gurgaon). The ideal candidate will have experience orstrong...

  • Subject matter expert

    5 days ago

    gurugram, India InsuranceDekho Full time

    Job Title: SME – Insurance (Fire, Group, Machine,Worker Insurance & Home Loan)Location: GurgaonDepartment: SME / Insurance VerticalCompany: InsuranceDekhoAbout the Role:We are looking for a dynamic and knowledgeable Subject Matter Expert (SME) to join ourInsurance team at InsuranceDekho (Gurgaon). The ideal candidate will have experience orstrong...

  • Subject matter expert

    6 days ago

    Gurugram, India InsuranceDekho Full time

    Job Title: SME – Insurance (Fire, Group, Machine, Worker Insurance & Home Loan) Location: Gurgaon Department: SME / Insurance Vertical Company: InsuranceDekho About the Role: We are looking for a dynamic and knowledgeable Subject Matter Expert (SME) to join our Insurance team at InsuranceDekho (Gurgaon). The ideal candidate will have experience or strong...