Operational SME

Operational
Any additional information you require for this job can be found in the below text Make sure to read thoroughly, then apply.
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

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. Passion for providing 1:1 support to people with
   accuracy and empathy
2. 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

1. Reasoning/analytical capabilities: Minimum score to be
   achieved in Vendor reasoning/analytical test – mutually to be
   agreed upon between both partiesSome degree of further
   education/college desirable, to be mutually agreed upon between
   both parties
2. 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

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.

[This role is not eligible for employment permit
sponsorship. xcfaprz Applicants must already have, and maintain, a valid
permission to work in Ireland for the duration of the
role.]