Subject Matter Expert - Corporate Office - Hicare job opportunity at Rentokil Initial.

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Date2025-09-30T14:28:54.266Z bot
Rentokil Initial Subject Matter Expert - Corporate Office - Hicare
Experience: General
Pattern: Full-time
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degreeGeneral
loacation Mumbai, India
loacation Mumbai....India

About the Role: The SME  will be responsible for supporting new joiners during OJT by providing real-time guidance, resolving escalations, and ensuring process understanding and KPI achievement.  The incumbent will report to the Assistant Manager. The incumbent will have to work as part of a multi-functional team, and this involves collaboration with the internal team and external stakeholders. Job Responsibilities: Provide real-time floor support to Rookies during their OJT phase Assist Rookies in understanding systems, processes, and handling live customer scenarios Take ownership of supervisor-level customer escalations as needed Ensure accurate call dispositioning and ticket handling by new agents Coach Rookies on objection handling techniques and effective rebuttals Monitor and support Rookie performance to ensure KPI achievement as per the milestone plan (100% by M4) Maintain individual performance while balancing floor support responsibilities Key Result Areas: 100% target achievement by all assigned Rookies during OJT Zero errors in disposition and ticketing Escalation Management Rookie readiness in objection handling 100% KPI compliance by Rookies by Month 4 (M4) Competencies (Skills essential to the role): Excellent product and process knowledge Strong communication skills Familiarity with all process steps and common call scenarios Educational Qualification / Other Requirement: HSC Minimum 6 months of experience in the system (80% + QA score, 90% PKT score, 85% Target Achievement MOM - Last 3 months). Role Type / Key working relationships: Individual Contributor Internal team External stakeholders

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