Sutherland

Global BPO providing customer lifecycle management

Subject Matter Expert/Lead

Sales OperationsConfirmed live in the last 24 hours

Full-timeAlexandria, Alexandria Governorate, EgyptNo salary listed

About the Job

Requirements

At least 1 year of experience working in a business process outsourcing (BPO) environment supporting agents in a subject matter expert (SME) capacity.
Fluency in German or French and B2-level English; applicants should note language proficiency on their CV.
Must be able to work onsite in Alexandria.
Must have open availability.

Responsibilities

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.

Desired Qualifications

Experience as a subject matter expert supporting a sales program is highly desirable.

Job Description

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 GERMAN or FRENCH + 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.

Qualifications

At least 1 year experience working in a BPO environment supporting agents in a SME capacity
MUST speak GERMAN or FRENCH 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

Additional Information

About the Company

Sutherland

Global BPO providing customer lifecycle management

Sutherland provides business process outsourcing that manages the entire customer lifecycle for clients, including customer support, sales, and related operations across multiple industries. It combines process consulting with outsourced delivery, using end-to-end services that mix human agents with digital tools such as AI and analytics across a global delivery network. It differentiates itself through long-term private ownership that supports steady growth and an integrated approach across technology, telecom, financial services, and healthcare. Its goal is to help clients improve the customer experience while lowering operating costs by outsourcing full lifecycle processes and advancing with digital capabilities.

Company size: 10,001+
Company stage: Private
Total funding: $30M
Headquarters: Town of Perinton, New York
Founded: 1986

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