Reporting to: Operations Lead
Hours of Work: 24/5 Shift Support
Location: Kraków
This position offers you the opportunity to work alongside one of our high profile clients who specialise in internet based searching and video sharing platforms. As a Subject Matter Expert you will be supporting the business by working closely with Operations and key internal support groups such as Training, Quality and Innovations. As a product specialist you will be an advocate for the agent group by supporting them with queries, innovation submissions and providing product updates and refreshers. You will focus on improved efficiency and overall improvement in key KPI/SLA metrics.
- Be first POC and support the floor with troubleshooting queries
- Maintain product knowledge by continuously updating yourself on policies, processes and operational changes
- Communicate product and policy updates to agents when requested
- Provide regular status updates on assigned tasks to the line manager
- Proactively flag risks and provide potential solutions to line managers
- Participate in ongoing learning and development of the agent population
- Attend daily and weekly SME huddles to calibrate with other SME’s from other products and locations
- Conduct trends and insights analysis and develop corrective solutions
- Participate in regular collaboration session with Training and Quality teams to identify any areas for improvement
- Raise technical issues with relevant stakeholders and check if any reported technical issues are resolved
- Keep track of all new innovations submissions of your product. Pitch all valuable innovations internally
- Test new extensions or tools and collect feedback to share internal stakeholders
- Prepare updates for regular stakeholder meetings
- Support Quality team by making sure enough grey area cases are reported
- Analyse PKT results and advise Quality and Training teams where needed
- Support Quality team in finding trends in quality processes and advise where necessary
- Provide training in new policies when required
- Provide ad hoc product trainings, updates and refreshers
- Strong knowledge of product with video reviews is essential
- Demonstrated ability to manage and exceed performance related targets
- Ability to absorb complex technical concepts and communicate them in simple terms
- Ability to work well in teams or equally on own initiative
- Ability to develop appropriate trainings and system documentation
- Demonstrated creative problem-solving approach and strong analytical skills
- Strong oral and written communication skills
- Previous coaching experience would be advantageous
- Flexible and adaptable with the ability to approach and solve challenges with a ‘Can Do’ attitude
- Demonstrated ability and commitment to go "Above and Beyond" the daily expectations of role duties when required
- Reporting abilities in a number of tools and platforms e.g. Microsoft Office, G Suite, etc.
- Strong multi-tasking and organizational skills
- Solutions Orientated
- Initiative
- Collaboration
- Organisational commitment
- Customer Focus
- Organisation & Planning
- Attention to detail
- Resilience & Adaptability
- Creativity and Innovation
- Vibrant, multi-cultural environment
- Career & Personal Development
- Quarterly performance bonus
- Comprehensive Benefits Package
- Subsidised Health Insurance
- Access to Discount Schemes
- E learning access
- Paid Annual Leave
At Majorel, we create amazing customer experiences that people value and we are proud of. By combining talent, data, and technology we deliver real impact for our partners.
Our vision is to be our clients’ trusted long-term partner for customer engagement in a constantly changing world. Creativity, Excellence and Respect drive everything we do. This ensures success for our partners and allows us to thrive as one team.
Majorel is an equal opportunity employer and embraces diversity and does not discriminate on the grounds of gender, age, ethnicity, race, nationality, religion, disability, gender identity, sexual orientation, marital or civil partnership status.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
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