OperationalIf you think you are the right match for the following opportunity, apply after reading the complete description.
SME
Is
considered a tenured agent that supports and coaches team members
while enforcing policies and balancing the need for efficiency.
They will be the main liaison between training, quality, and
operations.
Responsibilities to include but not be limited the
following
Coach and mentor new hire 'Agents' during nesting
phase on the floor
Provide Real Time support by resolving inquiries,
coaching & mentoring with high quality, speed, empathy and
accuracy to tenured Agents post onboarding phase.
This includes,
but not limited to: side-by-side coaching, Team Huddles, & RCA
coaching.
Assist in the implementation and follow-through of
corrective & preventive action plans for performance
improvement focused on accuracy while balancing
efficiency
Become and remain knowledgeable
about Client products and community standards, and personally
driven to be an effective advocate for our community by providing
additional support for process and policy changes in collaboration
with the training team (i.e.
one-on-one, side-by-side, real time
support, team huddles, etc).
Strong interpersonal skills, verbal and written
communication skills and most importantly empathy Display a strong bias to doing
what's right for our community in supporting Client's mission to
#Ship Love
Investigate and resolve issues that are reported on
Client such as requests for account support and reports of
potentially abusive content
Enforce Client's Terms of Use by carefully monitoring
reports of abuse on the site
Review production jobs in the
agreed turnaround times and standards of
qualityRecommended
Qualifications:
Passion for providing 1:1 support to people with
accuracy and empathy
Agreed upon minimum English language test score based
on mutually agreed upon external English language test or
acceptable approved
equivalent
Agreed upon minimum language test
score based on mutually agreed upon external English language test
or acceptable approved equivalent for the language supported by
each specific Agent in addition to
English
Reasoning/analytical capabilities: Minimum score to be
achieved in Vendor reasoning/analytical test – mutually to be
agreed upon between both parties Some degree of xsokbrc further
education/college desirable, to be mutually agreed upon between
both parties
Minimum of 2 years' prior Operations experience in a
shared services, Business Process Outsourcing environment or
comparable service/process mgmt.
environment combined with
sufficient tenure (as per Vendor judgment) on the specific Client
program to allow for program specific coaching/mentoring of new
hires
High affinity and cultural awareness of
political/social situation regarding the relevant market/region
that will be supported by each 'Agent' – which is critical to be
aware of the cultural/regional differences for nuanced policy
decisions to be applied in accordance with Client's abuse standard
policies and training materials Preferred trust and safety
experience