Overview

Operational 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 #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

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

Recommended 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 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

Operational Subject Matter Expert

Job Description