Overview
Operational SME
Salary - €44,351
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 0900-1800)
- 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
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:
Must be fluent in Sub Saharan African and English
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 Englis
Reasoning/analytical capabilities: Minimum score to be achieved in Vendor reasoning/analytical test – mutually to be agreed upon between both partie
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
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.
[This role is not eligible for employment permit sponsorship. Applicants must already have, and maintain, a valid permission to work in Ireland for the duration of the role.]
