About the Job:
The incumbent will:
Tenured agent that supports and coaches team members while enforcing policies, and policy updates.
A subject matter expert that the team will be relying on to give and assist the team in handling and giving response to complex tasks scenarios that require/need expert judgment or opinion internally.
The SME will be the main liaison between training, quality, and operations.
Key Responsibilities:
Real-time Q&A- The SME will only be assisting Pod members with challenging project-related questions raised either virtually or via any recommended channel of communication. NB: Agents should be encouraged to tackle most of their tasks and should only seek assistance when it's necessary.
Best Practices- The SMEs will assist in driving the best practice to the team and sensitizing the team on the need to follow best practices at all times. NB: Full responsibility on this remains with the support staff therefore SMEs will not be liable for any misconduct.
Identify gaps in Project Instruction documents- The SMEs should be quick to identify any gaps in the training guide on the topic during and post-training times. These could be specific topics where they notice the team did not understand or grasp the content well. They should thereafter liaise with the Trainers on possible refresher training.
Identify and provide suggestions on improvement opportunities- The SME will help drive process Improvements by escalating issues impacting operations productivity or quality and identify process/system/tool/policy improvement opportunities
Coach and mentor new hire 'Agents' at a minimum 1:15 ratio during classroom training and nesting phase on the floor
Support 'Team Leader' in communicating process and policy changes effectively to operations teams.
Become and remain knowledgeable about Facebook products and community standards. Identify inefficiencies in workflows and suggest solutions
Respond to user inquiries with high quality, speed, empathy, and accuracy x. Use market-specific knowledge, signals, and insights to spot and scope scalable solutions to improve the support of our community of users
Enforce Facebook's Terms of Use by carefully monitoring reports of abuse on the site, Recognize trends and patterns, and escalate issues outside Facebook policy to the support team
Co-facilitate with the primary trainer during new hire on-boarding
Knowledge and Skills:
Demonstrate better understanding and in-depth product knowledge.
Demonstrate attention to detail and ability to spot errors/violations.
Make well-balanced decisions and personally driven to be an effective advocate for the agent community
A quick learner and team player.
Strong interpersonal skills, verbal and written communication skills and most importantly empathy.
Advanced knowledge of MS Office Suite
Proficiency in analyzing data to derive meaningful information
Ability to manage and measure workloads, motivate team, mentor and coach.
Ability to prioritize, audit and manage processes.