Subject Matter Expert (SME) - UST

Goal 

The goal of the SME is to be a bastion of knowledge and critical reasoning that Marketplace Operations agents can rely on to ensure we meet our team success metrics and their agent KPIs. They do this by ensuring that our team dives deep into location data and asks targeted questions of facilities to triage potential No-Call-No-Shows related to Urgent Shifts. The SME uses exceptional judgment and noticing to make decisions on difficult cases and can explain their reasoning in a clear manner so that everyone in the team can learn from this.

• Team Success Metrics
• 80% of cases triaged < 8 hours
• False-painful NCNS < 5%
• False NCNS < 30%
• UST Agent KPIs
• Performance: 70 triage cases solved per week
• QA: 90% +
• Closed rate: 80% +
• True Rate 65 - 85%

SME Responsibilities

1. Expected performance standards
• Maintain a 90% QA WoW for all disputes and triage cases handled 
• Ensure all disputes are resolved < 2 hours
• Ensure all triage cases are resolved < 8 hours
2. Hold Marketplace Operations agents accountable to uncomfortably high standards, as measured by Quality Scores (QA), and Customer Experience
• Touch reality for yourself by reviewing at least 2 audits a day of agents in your team.
• Identify a case where the agent was passed and see if you would agree with this.
• Identify a case where the agent did not pass and see where you can provide guidance and coaching on improving their score.
3. Proactively identify opportunities for process improvement and enhanced customer experiences within UST; 
• Plan, write, and implement these improvements or updates across the Marketplace Operations team.
• Collaborate with the Team trainer if training needs to be updated and ensure that Lessonly is appropriately changed.
4. Advise and offer guidance to a dedicated team of triage agents that will be responsible for triaging potential NCNS related to Urgent Shifts.
• Provide weekly feedback to BPO agents that are not meeting their agent KPIs
• Conduct 1-on-1 training with these agents to identify why they are not meeting our standards, and offer them the support they need to perform to our uncomfortably high standards
5. Collaborate with the Marketplace Operations trainers to identify deficiencies in the training plan
• Identify the main KPIs your team is struggling with WoW and how coordinated training could improve this
6. Monitor key quality metrics as identified by our Urgent Shifts Triage Metrics Dashboard
• % True vs False
• Cases Created vs Triaged by day 
• Time to Triage
7. Given that the Marketplace Operations team is an operational team that also has support aspects, it is expected that SMEs be knowledgeable not only on the Marketplace Operations process but also ensure that they remain updated on Support Processes.
8. Take ownership of the Urgent Shifts Escalations Zendesk queue when you are on shift
9. Run weekly huddles to update the team about recent changes.