Operational Subject Matter Expert (Italian & English)

Tp-8f723eaf; Dublin; On-site; EUR 40,000 - 49,000; Full time

Job summary

Tp-8f723eaf in Dublin seeks an Operational Subject Matter Expert fluent in Italian and English to coach agents in real-time and resolve complex issues on the fly. The role is 100% on-site in Dublin and offers a competitive package with excellent benefits.

The ideal candidate has 2+ years in a shared services or BPO environment, strong cultural intuition, and exceptional interpersonal skills to bridge Quality, Training and Ops while advocating for users.

Qualifications

• 2+ years moving fast in a shared services or BPO environment.
• Fluent in Italian and English.
• Adaptable communicator with strong interpersonal skills.
• High cultural intuition to make nuanced decisions.

Responsibilities

• On-the-Fly Coaching: provide rapid, real-time support to agents to boost performance.
• Rapid Resolution: investigate user reports and address abusive content quickly.
• Connect the Dots: liaison between Quality, Training and Ops to roll out new policies.
• Advocate for Users: act with a bias for action and defend community needs.

Skills

Italian

English

Bilingual agility

Experience in shared services / BPO

Adaptable communicator

Cultural intuition

Job description

Overview

Operational Subject Matter Expert (Italian & English)

Salary: €44,351 + Excellent Benefits | Location: 100% On-Site (Dublin)

Ready to move fast, coach hard, and accelerate your career? We are looking for a high-energy Operational SME to join our fast-paced Dublin team! If you thrive in an environment where no two days are the same, love solving complex problems on the fly, and want a role with a massive internal growth path, we want you on board.

How You'll Move the Needle:

• On-the-Fly Coaching: Jump into team huddles and provide rapid, real-time support to agents to supercharge their performance.

• Rapid Resolution: Investigate user reports and escape abusive content fast, balancing top-tier accuracy with operational efficiency.

• Connect the Dots: Act as the ultimate liaison between Quality, Training, and Ops to seamlessly roll out new policies and standards.

• Advocate for Users: Display a strong bias for action and do what's right for the community, acting as our ultimate #ShipLove ambassador.

Your Toolkit:

• Bilingual Agility: Fluent in Italian and English.

• Track Record: 2+ years moving fast in a shared services or BPO environment, with the tenure to back up your coaching skills.

• Cultural Intuition: A high affinity for the cultural, social, and political pulse of the market to make smart, nuanced decisions.

• Adaptable Communicator: Exceptional interpersonal skills—you know how to deliver feedback with speed, empathy, and accuracy.