Operations Subject Matter Expert – LATAM
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Job Description
Operations SME supporting intake specialists at a consumer-focused law firm. Providing real-time process guidance, escalation support, and frontline call handling.
Responsibilities:
- Provide real-time help with intake, disposition, process, and SOP questions while remaining active in the call queue
- Assist with routine caller or agent escalations and elevate higher-level matters to a Supervisor or Manager
- Support new hires on the production floor by answering questions and reinforcing established processes
- Identify confusing, outdated, or missing SOP content and communicate gaps to leadership
- Reinforce newly implemented processes and help agents understand operational changes
- Identify recurring frontline issues and provide process-improvement feedback to leadership
- Provide designated weekend or after-hours support when Supervisors are not scheduled
- Continue regular call-handling responsibilities alongside SME duties
Requirements:
- Consistent strong performance as an Intake Specialist or in a comparable frontline contact center role
- Strong working knowledge of intake procedures, dispositions, scripts, SOPs, and escalation protocols
- Consistent achievement of established quality and performance expectations
- Strong English communication, judgment, and real-time problem-solving skills
- Ability to provide knowledgeable, professional support to peers without supervisory authority, while following established processes and escalation guidelines
- Ability to balance SME duties with normal production and call-handling responsibilities
- Ability to work independently from a home office with stable, high-speed internet and a quiet, professional workspace
- Must have a laptop or desktop computer with a minimum of 16GB RAM and an Intel Core i5 processor or higher
- Must have a stable internet connection with a minimum speed of 25 Mbps
- Available to work U.S. business hours
- Willingness to use time-tracking software
- This position is only open to candidates located in LATAM
- Resumes must be submitted in English
Benefits:
- Performance based incentives
- 100% remote work environment
- 10 paid time-off (PTO) days per year
- Opportunity to work closely with leadership and legal professionals in a growing, modern law firm
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