Job Description

  • 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. Escalate issues impacting operations productivity or quality and identify process/system/tool/policy improvement opportunities
  • Assist Client’s community and help resolve inquiries empathetically, accurately and on time
  • Become and remain knowledgeable about Client products and community standards
  • Make well balanced decisions and personally driven to be an effective advocate for our community
  • 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
  • Respond to user inquiries with high quality, speed, empathy and accuracy
  • Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users
  • Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site
  • Enforce Client's Terms of Use by carefully monitoring reports of abuse on the site
  • Review the reported content within agreed turnaround times and standards of quality
  • Identify inefficiencies in workflows and suggest solutions
  • Recognize trends and patterns, and escalate issues outside Client policy to the global team
  • Co-facilitate with primary trainer during new hire on-boarding
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Qualifications

  • Agreed upon min. English language test score based on mutually agreed upon external English language test or acceptable approved equivalent
  • Agreed upon min. 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 Service Provider 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 2 year prior Operations experience in a shared services, Business Process Outsourcing environment or comparable service/process mgmt. environment combined with sufficient tenure (as per Service Provider 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

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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