I. Job identification.

Title of the position: Subject Matter Expert (SME) (Customer Service)

Current occupant (if occupied): Julissa Reyes
Position reports to: Team Lead and Supervisor
Subordinate positions (if any): Agents (Customer Service Representatives)

II. Objective of the position.

 A clear and short statement regarding why the position exists and what it is intended to achieve.

Example: Information Systems Manager.

To provide information systems that support the business processes by acquiring, developing, and maintaining software
applications that attach to the cost, quality, and time constraints defined in the service level agreement with internal
clients. In addition, to lead the information systems department by coaching and developing departmental incumbents and
ensuring the IT organization remains current in the use of state-of-the-art technology.

Subject Matter Expert.

To coach and motivate call center customer service representatives as they field calls from customers. In addition, to
assist in the training process, ensuring that every agent is prepared for their calls; continue to support agents after
training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions,
providing them with ongoing coaching opportunities and inspiration.

III. Expected outcomes, activities, and competencies.

 Identify the expected outcomes for the position (maximum: five expected outcomes). Make sure the expected
outcomes read like finished products, not like ongoing activities.
 Thinking on a weekly, monthly, or annual basis (what accommodates best), distribute the percentage of time that
is necessary to accomplish each expected outcome (make sure the sum is 100%).
 List the activities that are necessary for each expected outcome.
 Provide a list of competencies (knowledge, skills, abilities) that are necessary to perform each of the activities.

Example:
Expected
% Time Activities Competencies
outcomes
Communication.
Collaborate with internal clients on the identification,
Mapping processes.
definition, and specification of the process (es) when an
Understanding of the
information system is required.
functioning of the business.
Agree with internal clients on the specific projects Project management.
Information (objectives, schedule, resources, monitoring) by which Knowledge of information
systems that specific information systems will provide the required technology.
satisfy the solutions. Resource management.
45%
needs of Attend follow up meetings. Meetings management.
internal To attach to organizational constraints (e.g., budget, Knowledge of organizational
clients. processes, people). policies and procedures.
Provide feedback and assessment of the performance of Human Resource Management.
people assigned to the development of internal projects. Coaching.
Monitor all project completion activity including those
Knowledge of organizational
assigned to external providers to ensure high quality,
policies and procedures.
cost effective delivery. .

Last updated: August 31, 2016 Page 1 of 3

 % Time Expected outcomes Activities Competencies
Train agent to search for Understanding how to navigate
appropriate knowledge articles company website to locate accurate
relevant to customer’s needs or information.
inquiries.
Provide agent with assistance
Agents met less than 12% call when needed during calls.
25% transfer rate.

Train agent how to use online Understanding the functionality of

phone system and recognize the the Talk Desk system for incoming
correct disposition for each call. calls.

Agents average after call work

25% is 30 seconds or less.

Train agent to always be prepared Knowledge of company policies and

and in a quiet work environment, procedures.
free from background noise.

Agents average speed to

25% answer is less than 10
seconds.

Train agent to be friendly and Understanding and knowledge of

empathetic to the customer’s how to navigate client website.
needs or inquiries and providing
as much relevant information to
the customer in a timely manner.

Agent average call handle

25% time is between 6 – 8 minutes.

Last updated: August 31, 2016 Page 2 of 3

IV. Other requirements.
In the following table, specify any extra needs for this position.

Education High school diploma or equivalent.

Certifications Call center or customer service certifications a plus.
Working experience 1+ years of experience in call center or customer service role.
Excellent written and verbal communication skills, ability to foster and maintain
Other requirements relationships, positive, service-oriented attitude, basic computer, and excellent phone
disposition

Last updated: August 31, 2016 Page 3 of 3