Subject Matter Expert/Lead | Alexandria | MUST SPEAK SPANISH OR ITALIAN (+English)

Sutherland is seeking a dedicated SME to support a new program launching in Alexandria! The SME is the first line of process and productivity support for agents. If you're ready for the next step in your career, can speak _SPANISH or ITALIAN \+ English_, we want to hear from you!

As an SME, you'll get to:

• Check agent activities and ensure work is completed.
• Review daily appointments and tasks and keep the team informed of priorities.
• Lock successful sales in the shared SharePoint tracker for authorized visibility.
• Audit and validate sales to determine whether they are valid.
• Escalate potentially invalid sales to the Team Manager or Agent and reject invalid sales as required.
• Ensure invalid sales are not counted as valid sales.
• Monitor agent productivity and share hourly productivity updates.
• Provide real-time feedback and floor support.
• Send a daily productivity report to the team.
• Send a weekly report every Friday showing the team's full-week position.

• At least 1 year experience working in a BPO environment supporting agents in a SME capacity
• MUST speak SPANISH or ITALIAN fluently + B2 English (please note on CV)
• Experience as an SME supporting a sales program will be highly desirable
• Able to work onsite in Alexandria
• Open availability