Subject Matter Expert - Workforce/Data Analytics | HMO on Day 1 + Free Dependent
Are you a customer service professional with a passion for problem-solving, process improvement, and client collaboration? We're looking for a Subject Matter Expert (SME) to serve as a key partner between our clients and operations teams, ensuring exceptional service delivery, operational excellence, and continuous improvement.
In this role, you'll provide expert-level support, collaborate on client initiatives, drive process enhancements, and leverage data insights to improve performance. You'll also play a critical role in training, workforce support, and operational stability, helping teams consistently deliver high-quality results.
If you thrive in a fast-paced environment and enjoy influencing business outcomes beyond day-to-day operations, this opportunity is for you.
What You'll Do
Client Partnership & Project Support- Collaborate directly with clients on projects, process enhancements, and new initiatives.
- Serve as a trusted partner by ensuring client requirements are clearly understood and effectively executed.
- Identify process gaps and recommend improvements to enhance efficiency, accuracy, and overall service quality.
- Support operational teams in maintaining alignment with client expectations and business objectives.
- Act as the go-to expert for complex Tier 2 customer service and back-office processes.
- Provide advanced support across phone, chat, and email channels while maintaining exceptional quality standards.
- Handle complex account and reservation-related transactions, adjustments, and escalations.
- Serve as a backup resource during staffing shortages, workload spikes, or business-critical situations to ensure service continuity.
- Support onboarding, nesting, and transition activities for new team members.
- Facilitate refresher training sessions, process updates, and upskilling initiatives as needed.
- Share best practices and subject matter expertise to improve overall team capability and performance.
- Help maintain training materials, process documentation, and operational knowledge resources.
- Assist with real-time queue monitoring and workload management.
- Support staffing adjustments and scheduling coordination to maintain service levels.
- Collaborate with Workforce Management and Operations teams to optimize resource allocation.
- Help address operational challenges and ensure consistent service delivery.
- Analyze operational data to identify trends, risks, and opportunities for improvement.
- Partner with Business Intelligence teams to support reporting and dashboard development.
- Interpret performance data and translate findings into actionable recommendations.
- Contribute to initiatives that improve efficiency, customer experience, and business outcomes.
What We're Looking For
Qualifications- Proven experience in multi-channel customer support, including phone, chat, and email environments.
- Consistent track record of delivering high-quality performance and customer service excellence.
- Experience working directly with clients, stakeholders, or cross-functional teams on projects and initiatives.
- Strong analytical and problem-solving skills with the ability to identify trends and drive improvements.
- Excellent communication and stakeholder management skills.
- Ability to present recommendations and insights in a clear, professional, and data-driven manner.
- Strong organizational skills with the ability to manage multiple priorities independently.
- High attention to detail and commitment to accuracy, compliance, and process adherence.
- Experience supporting workforce coordination, real-time operations, or scheduling adjustments.
- Familiarity with reporting tools, dashboards, and business intelligence outputs.
- Experience in process improvement, operational excellence, or continuous improvement initiatives.
- Previous experience serving as a trainer, mentor, or subject matter expert is highly desirable.
If you don’t know where to start, check us out at www.enshored.com or reach out directly at wor•@enshored.com.
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