Operational SME - Hebrew

Operational
Do you have the skills to fill this role Read the complete details below, and make your application today.
SME

Salary -
€34,100

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.

• 40 hours per
  week 
•  should
  be able to commit to a 24/7 Operational opening hours (Current
  working rotation is
  
• 13 weeks
  training
• Language
  Proficiency of minimum C1 – Language test required are required if
  successful at
  sifting 
• KornFerry
  test are required if successful  at
  sifting

Responsibilities to include but not be limited the
following

1. Coach and mentor new hire ‘Agents’ during nesting
   phase on the floor
2. 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

1. 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).
2. Strong interpersonal skills, verbal and written
   communication skills and most importantly empathyDisplay a strong bias to doing
   what’s right for our community in supporting Client's mission to
   #ShipLove

• 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

1. Review production jobs in the
   agreed turnaround times and standards of
   quality

Recommended
Qualifications:

1. Must be fluent in Hebrew and
   English
2. Passion for providing 1:1 support to people with
   accuracy and empathy
3. Agreed upon minimum English language test score based
   on mutually agreed upon external English language test or
   acceptable approved equivalent
4. 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 Englis
5. Reasoning/analytical capabilities: Minimum score to be
   achieved in Vendor reasoning/analytical test – mutually to be
   agreed upon between both partieSome degree of further
   education/college desirable, to be mutually agreed upon between
   both parties
6. 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
7. 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
8. Preferred trust and safety
   experience

This is a full-time permanent role. Applicants must
hold a valid and sufficiently long permission to work in Ireland to
enable them to perform the role on an ongoing basis. Where work
permission is due to expire shortly, the Company may require
evidence of a pending renewal application to progress an
offer.