This position will require on-site training for approximately 1 - 2 weeks at our London, KY facility.

This position will require up to 22.5 hours on the phone each week and there is no guarantee for 40 hours each week.

Pay: $18.50 per hour PLUS $4.93 health & welfare stipend. Since temporary, H&W will be paid out in lieu of benefits. (Total hourly pay $23.43)

Hours: Monday-Friday, 8AM to 9PM EST. You will be scheduled a shift during these times! 

This is a termpoary position expected to last through December. Senture has a dedicated team to find new placement for impacted employees within a new program (Must meet all qualifications for new position.)

The Subject Matter Expert is responsible for leading and developing contact center agents, while managing all metrics and KPIs associated with the program. SMEs are the backbone of each team as the front-line leadership to their respective employees. This position requires advanced communication skills and the ability to listen and communicate effectively with management and staff, along with the clients and customers. Subject Matter Experts must have excellent judgment and leadership skills, able to make decisions based on data and information.

• Gives training and feedback to the team, as well as guarantees the team's goals are accomplished and analyzes each member's performance.Plans, assigns, and directs the work of the contact center staff, while providing knowledge and expertise to agents.
• Performs coaching sessions with each employee on their team weekly and provides feedback daily with ideas on how to exceed the customer expectations and continue to improve performance.
• Monitors and assesses calls daily to ensure that CSRs are using appropriate tools and are providing information that is accurate and conforms to company and client specific procedures.
• Appraises employees performance on a weekly, monthly, and annual basis, with formal reviews at least by quarter.
• Communicates client specific procedure changes to team members as necessary, verifying that each employee has received and understands the associated changes.
• Responsible for rewarding and correcting employees, including but not limited to promotions and terminations.
• Addressing complaints and resolving concerns for employees, customers, and clients.
• Build morale and group commitment to goals and objectives.
• Collects information on productivity (individually and collectively) to monitor progress toward goals and objectives.
• SMEs will also be responsible for taking phone calls as required by the client

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

• High School Diploma or equivalent. 
• Two or more years of relevant supervisory work experience in a customer service, high volume, and multiple function environment.
• This position requires a proficient knowledge of Microsoft Word, Excel, Access, and call center specific systems.
• Effective verbal and written communication skills
• Ability to multi-task
• Knowledge on how to operate a computer, use internet search engines, and navigate multiple windows/tabs
• Ability to sit for extended periods of time
• Ability to successfully pass a background investigation and drug screen
• Must successfully pass preemployment criteria testing and internet speed test

This position will work onsite during training and transition to work from home. Candidates must meet the following requirements to work from home:

• Must have the ability to provide a non-cellular high speed internet service such as Fiber, DSL, or cable modems for a home office.
• Must be able to meet the minimum internet speed requirements for specific program
• Hotspots, satellite, Wi-Fi, and wireless internet service is NOT allowed for this role.

Bilingual Spanish is a plus!