Bilingual Operational SME - Hebrew/English Coach

Teleperformance; Dublin; On-site; EUR 40,000 - 49,000; Full time

Job summary

Teleperformance Ireland in Dublin is seeking an experienced Operational SME fluent in Hebrew and English to join our 24/7 Dublin operation. You will coach and guide agents, providing real-time support and operational expertise to improve performance and handle complex cases.

The role offers a 40-hour week, a permanent contract, and 13 weeks of training. You will collaborate with Training and Quality to enforce policies, and ensure high standards of service for Hebrew-speaking customers.

Qualifications

• Fluency in Hebrew and English at least C1 level.
• Strong interpersonal and written communication skills.
• Operational experience to coach and mentor colleagues.
• Cultural awareness and regional understanding.
• Ability to work in a fast-paced, quality-focused environment.
• Trust & Safety experience is highly desirable.

Responsibilities

• Coach and mentor new-hire Agents during the nesting phase on the operational floor.
• Provide real-time support to tenured Agents, resolving queries with speed and empathy.
• Deliver side-by-side coaching, team huddles and RCA coaching.
• Support corrective and preventive action plans to improve performance and accuracy.
• Develop and maintain knowledge of Client products, policies and community standards.
• Work with Training, Quality and Operations on policy changes.
• Provide one-to-one coaching to build knowledge and performance.
• Investigate and resolve reported issues including abusive content.
• Apply and enforce the Client's Terms of Use and policies when reviewing content.
• Review production work within turnaround times and quality standards.
• Be a knowledgeable and approachable point of contact for questions.
• Demonstrate judgement, cultural awareness and empathy in nuanced decisions.

Skills

Hebrew fluency

English fluency

Coaching/mentoring

Operational experience

Cultural awareness

Communication skills

Education

Further education advantageous

Job description

Teleperformance Ireland in Dublin is seeking an experienced Operational SME fluent in Hebrew and English to join our 24/7 Dublin operation. You will coach and guide agents, providing real-time support and operational expertise to improve performance and handle complex cases.

The role offers a 40-hour week, a permanent contract, and 13 weeks of training. You will collaborate with Training and Quality to enforce policies, and ensure high standards of service for Hebrew-speaking customers.