Subject Matter Expert (SME)

About the role

MCI is a leading tech-enabled business services company with a strong presence in call centers and operations spanning multiple countries. We provide CX, BPO, and XaaS cloud technology solutions across various industries.

Responsibilities

• Provides in-depth support for complex or escalated customer inquiries, using advanced operational understanding to resolve issues that require higher-level expertise or nuanced decision-making.
• Provides expert oversight for a group of roughly 30 agents, acting as a key resource for Specialists and Team Leads by offering timely, accurate guidance on policies, processes, and tools.
• Collaborates closely with the Quality and Training teams to maintain consistency across the operation, helping align communication, standards, and procedures so that customer responses remain accurate, compliant, and aligned with best practices.
• Oversees the development, updating, and accuracy of knowledge documentation, contributing to process improvements and ensuring that operational materials remain current and easy for the team to use.
• Participates actively in calibration sessions to help reinforce operational excellence, aligning interpretations of policy and quality expectations across all teams involved in customer support.

Requirements

• 3 years of operations experience with deep process knowledge.
• Proven ability to resolve high-level escalations and navigate ambiguity.
• Strong analytical abilities and skill interpreting policy into practical application.
• Experience developing SOPs, job aids, or knowledge base content.
• Excellent cross-functional collaboration skills.
• Strong attention to detail and high quality standards.
• Experience with process improvement or root-cause analysis.
• Background in training or quality calibration support.
• Advanced technical/tool expertise or related certifications.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Minimum 3 years of relevant experience.

Skills

• Advanced operational knowledge.
• Expertise in resolving high-level escalations.
• Strong analytical and policy interpretation skills.
• Experience in SOP development and knowledge base creation.
• Excellent cross-functional collaboration.
• Attention to detail and high quality standards.
• Experience with process improvement and root-cause analysis.
• Technical/tool expertise or related certifications.

Benefits

• Paid time off.
• Incentives and rewards.
• Health benefits.
• Retirement savings.
• Disability insurance.
• Life insurance.
• Safety and health insurance.
• Career growth opportunities.
• Paid training.
• Fun, engaging work environment.
• Casual dress code.

Pay

Starting compensation is based on experience.

Schedule

The role operates in a professional office environment. Employees will sit/stand for long periods while using a computer and telephone headset. They may occasionally move around the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

Location

US-KS-Wichita