Subject Matter Expert / Lead (Spanish or Italian speaking)

About the role

Sutherland is looking for a dedicated Subject Matter Expert (SME) to support a new program launching in Alexandria. The SME is the first line of process and productivity support for agents. Candidates must speak Spanish or Italian fluently in addition to English.

Key responsibilities

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

Required profile

• At least 1 year of experience working in a BPO environment supporting agents as an SME.
• Fluent Spanish or Italian plus B2 English (note this on the CV).
• Onsite work in Alexandria and open availability.
• Experience as an SME supporting a sales program is highly desirable.