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.