Operations Subject Matter Expert (SME)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Operations Subject Matter Expert (SME) based in Brazil.

This role provides real-time operational support to frontline Intake Specialists in a fast-paced, fully remote environment.

You will act as a trusted resource for process, intake, disposition, and SOP-related questions while continuing to manage your own call-handling responsibilities.

The position combines hands-on production work with peer support, helping teams apply established procedures consistently and confidently.

You will also support new hires, reinforce process changes, and identify recurring issues or gaps that could improve operational efficiency.

Strong judgment is essential, particularly when determining which matters can be resolved directly and which require escalation.

You’ll collaborate with leadership while contributing practical feedback from the frontline without having formal supervisory authority.

This opportunity is ideal for an experienced contact center professional who enjoys helping others succeed and wants to develop toward future leadership opportunities.

Accountabilities

• Provide real-time support to Intake Specialists with intake, disposition, process, script, and SOP questions while remaining active in the call queue.
• Assist with routine caller and agent escalations, resolving matters within established guidelines and escalating higher-level issues to the appropriate Supervisor or Manager.
• Support new hires during their transition to production by answering questions and reinforcing established procedures and workflows.
• Reinforce newly introduced processes and help frontline team members understand and apply operational changes correctly.
• Identify unclear, outdated, incomplete, or missing SOP content and communicate these gaps to leadership.
• Recognize recurring frontline issues and provide actionable feedback that can contribute to process improvements.
• Balance SME responsibilities with regular production targets and call-handling duties.
• Provide designated weekend or after-hours operational support when supervisors are not scheduled.
• Maintain a professional, reliable, and approachable presence while supporting peers without assuming formal management or disciplinary responsibilities.

Requirements

• Consistent record of strong performance as an Intake Specialist or in a comparable frontline contact center position.
• Strong working knowledge of intake procedures, dispositions, scripts, SOPs, escalation protocols, and day-to-day contact center operations.
• Consistent achievement of established quality, productivity, and performance expectations.
• Excellent English communication skills, with strong judgment and the ability to solve problems effectively in real time.
• Ability to provide knowledgeable and professional guidance to colleagues while respecting established escalation procedures and organizational boundaries.
• Strong ability to balance peer-support responsibilities with personal production and call-handling requirements.
• Experience mentoring peers, assisting new hires, or providing informal coaching is an advantage.
• Experience with new-hire nesting or production-floor support is preferred.
• Strong proficiency with Salesforce and contact center systems is a plus.
• Interest and demonstrated potential for future supervisory or team leadership responsibilities.
• Ability to work independently from a home office with a quiet, professional workspace and stable high-speed internet.
• Access to a laptop or desktop computer with at least 16GB RAM and an Intel Core i5 processor or higher.
• Stable internet connection with a minimum speed of 25 Mbps.
• Availability to work during U.S. business hours and designated weekend or after-hours periods when required.
• Willingness to use time-tracking software.
• Resumes must be submitted in English, and candidates must currently be located in Latin America.

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 professional-services environment.
• Opportunity to strengthen operational expertise while supporting and mentoring frontline colleagues.
• Potential pathway toward future supervisory or leadership responsibilities.