Subject Matter Expert - Corporate Office - Hicare
fPa2RXiP9GqzdAcEKZVYa9· Customer Service
About this role
About the Role:
- The SME will be responsible for supporting new joiners during OJT by providing real-time guidance, resolving escalations, and ensuring process understanding and KPI achievement.
- The incumbent will report to the Assistant Manager. The incumbent will have to work as part of a multi-functional team, and this involves collaboration with the internal team and external stakeholders.
Job Responsibilities:
- Provide real-time floor support to Rookies during their OJT phase
- Assist Rookies in understanding systems, processes, and handling live customer scenarios
- Take ownership of supervisor-level customer escalations as needed
- Ensure accurate call dispositioning and ticket handling by new agents
- Coach Rookies on objection handling techniques and effective rebuttals
- Monitor and support Rookie performance to ensure KPI achievement as per the milestone plan (100% by M4)
- Maintain individual performance while balancing floor support responsibilities
Key Result Areas:
- 100% target achievement by all assigned Rookies during OJT
- Zero errors in disposition and ticketing
- Escalation Management
- Rookie readiness in objection handling
- 100% KPI compliance by Rookies by Month 4 (M4)
Competencies (Skills essential to the role):
- Excellent product and process knowledge
- Strong communication skills
- Familiarity with all process steps and common call scenarios
Educational Qualification / Other Requirement:
- HSC
- Minimum 6 months of experience in the system (80% + QA score, 90% PKT score, 85% Target Achievement MOM - Last 3 months).
Role Type / Key working relationships:
- Individual Contributor
- Internal team
- External stakeholders
What can you expect from RPCI?
- Our values lie at the core of our mission and vision. We believe that it’s our people who make our company what it is. We believe in:
- Service
- Relationships
- Teamwork
- Responsibility
DEI statement: At RPCI, we believe in commitment to build an inclusive, varied workplace welcoming to people of all backgrounds.
Frequently Asked Questions
Is the salary disclosed for the Subject Matter Expert - Corporate Office - Hicare position at fPa2RXiP9GqzdAcEKZVYa9?
The salary for this Subject Matter Expert - Corporate Office - Hicare role at fPa2RXiP9GqzdAcEKZVYa9 is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Subject Matter Expert - Corporate Office - Hicare position at fPa2RXiP9GqzdAcEKZVYa9 located?
This Subject Matter Expert - Corporate Office - Hicare role at fPa2RXiP9GqzdAcEKZVYa9 is based in Thane, Maharashtra, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Subject Matter Expert - Corporate Office - Hicare role at fPa2RXiP9GqzdAcEKZVYa9 full-time or part-time?
This is listed as a Full time position. It is posted as a Subject Matter Expert - Corporate Office - Hicare role in the Customer Service department at fPa2RXiP9GqzdAcEKZVYa9.
Which team or department does the Subject Matter Expert - Corporate Office - Hicare at fPa2RXiP9GqzdAcEKZVYa9 belong to?
This Subject Matter Expert - Corporate Office - Hicare position is part of the Customer Service department at fPa2RXiP9GqzdAcEKZVYa9. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Subject Matter Expert - Corporate Office - Hicare position at fPa2RXiP9GqzdAcEKZVYa9?
Click the "Apply Now" button on this page. You will be redirected to fPa2RXiP9GqzdAcEKZVYa9's official application portal hosted on workable where you can submit your application directly.
When was the Subject Matter Expert - Corporate Office - Hicare job at fPa2RXiP9GqzdAcEKZVYa9 posted?
This Subject Matter Expert - Corporate Office - Hicare position at fPa2RXiP9GqzdAcEKZVYa9 was posted on Jun 23, 2025. Apply as soon as possible — early applications are often reviewed first.
Subject Matter Expert - Corporate Office - Hicare
fPa2RXiP9GqzdAcEKZVYa9
You'll be redirected to fPa2RXiP9GqzdAcEKZVYa9's official application page on workable.