Operational SME

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

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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

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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

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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

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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

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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

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