Subject Matter Expert with English 

Guided by 35+ years of experience and a customer-obsessed approach, Sitel offers tailored customer care solutions and is redefining and transforming the contact center and the associate experience. Sitel’s 100,000+ passionate and talented associates support more than 450 clients in 50 languages from more than 120 facilities strategically located in 29 countries. Our office in Sofia is based near the city center and employs more than 800 people.

Experience is everything at Sitel Group – it’s what sets us apart from the rest.

For one of our campaigns, we are looking for Subject Matter Expert with English language.

The purpose of the role is to enhance each customer contact via active coaching and support to a team of agents. Subject Matter Experts are product specialists that drive product knowledge and trouble shooting skills in their teams to facilitate customer satisfaction and support excellence.


  • Ensuring the quality of the service provided by associates, by performing the needed quality checks and offering timely feedback;
  • Ensuring that all the channels are served by the dedicated resources in a timely and professional manner;
  • Supporting the team's work in introducing new social media processes with the local team;
  • Proposing strategies and trainings towards service quality improvement;
  • Running quality analysis and acting on necessary measures, to remediate the quality of the service provided;
  • Leading coaching sessions (group or individual), with the aim of improving knowledge and developing associates skills;
  • Coordinating with the Team Managers, to achieve campaign goals;
  • Evaluating and analyzing the feedback received from users and escalates any upcoming issues;
  • Promotes Sitel values in all communication. Supports positive corporate image and brands;
  • Keep abreast of latest company policies and procedures;
  • Understands the scope of her/his work and maintains high level of knowledge in own competence area.

Profile requirements:

  • University degree (technical education is an advantage);
  • Previous contact center and customer service experience is an advantage;
  • Advanced knowledge of social media and digital;
  • Excellent knowledge in English;
  • Excellent knowledge of all MS office tools;
  • Self discipline, involving ability to take care of a case till resolution;
  • Customer service oriented and positive person;
  • Decision making skills;
  • Advanced troubleshooting skills to find solutions also in difficult cases/situations;
  • Proactive attitude;
  • Task and Target oriented;
  • Desire to develop and improve own knowledge.

SITEL Bulgaria offers you:

  • Competitive remuneration package;
  • Social package including: additional healthcare insurance, food vouchers, sport card discount, social team activities, charity activities, team buildings, sports events, internal competitions;
  • Working schedule;
  • Work in a multinational environment;
  • Opportunities for long-term professional career;
  • Work at home opportunity.

We are looking forward to receiving your application!

Only short-listed candidates will be contacted.

By applying for our vacancies, it is considered that you give your explicit consent your personal data to be processed, used and kept for the purposes of the recruitment at Sitel.

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