French SSA SME Coach (Onsite Dublin)

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

Benefits offered by this job

Excellent benefits

Great internal growth path

Job summary

TP is seeking an SME – Sub Saharan Africa French for an onsite role in Dublin. The successful candidate will support and coach agents, enforce policies, and balance quality with efficiency in a shared services environment.

The role requires fluent French for SSA, strong empathy, and prior operations experience. Excellent benefits and clear career growth path are offered; valid right to work in Ireland is required.

Qualifications

• Must be fluent French for SSA region.
• Passion for providing 1:1 support to people with accuracy and empathy.
• Agreed upon minimum English language test score based on mutually agreed upon external English language test or acceptable approved equivalent.
• Agreed upon minimum 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 Vendor 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 of 2 years’ prior Operations experience in a shared services, Business Process Outsourcing environment or comparable service/process management environment
• 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
• Preferred trust and safety experience

Responsibilities

• Coach and mentor new hire Agents during nesting phase on the floor
• Provide Real Time support by resolving inquiries, coaching & mentoring with high quality, speed, empathy and accuracy to tenured Agents post onboarding phase. This includes, but not limited to: side-by-side coaching, Team Huddles, & RCA coaching.
• Assist in the implementation and follow-through of corrective & preventive action plans for performance improvement focused on accuracy while balancing efficiency
• Become and remain knowledgeable about Client products and community standards, and personally driven to be an effective advocate for our community by providing additional support for process and policy changes in collaboration with the training team (i.e. one-on-one, side-by-side, real time support, team huddles, etc)
• 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
• Enforce Client's Terms of Use by carefully monitoring reports of abuse on the site
• Review production jobs in the agreed turnaround times and standards of quality

Skills

French fluency

Empathy

1:1 support

English language test score

Analytical reasoning

Further education desirable

Operations experience

Cultural awareness

Trust and safety experience

Education

Some degree/college desirable

Job description

TP is seeking an SME – Sub Saharan Africa French for an onsite role in Dublin. The successful candidate will support and coach agents, enforce policies, and balance quality with efficiency in a shared services environment.

The role requires fluent French for SSA, strong empathy, and prior operations experience. Excellent benefits and clear career growth path are offered; valid right to work in Ireland is required.