Hebrew-Speaking Operations SME: Coaching & Support

Teleperformance; Lucan; On-site; EUR 38,000 - 51,000; Full time

Job summary

Teleperformance in Dublin, Ireland seeks an Operational SME fluent in Hebrew and English to join our 24/7 Dublin operation. The role centers on real-time coaching and operational expertise, guiding both new and tenured agents through complex scenarios while upholding policy standards.

The position requires strong communication, coaching passion, and the ability to work across Training, Quality and Operations to improve performance and accuracy.

Qualifications

• Fluent in Hebrew and English with strong communication skills.
• Experience in coaching or mentoring is highly valued.
• Ability to interpret and apply policies in a fast-paced environment.

Responsibilities

• Provide real-time coaching and guidance to agents.
• Deliver side-by-side coaching, team huddles, and RCA coaching.
• Support corrective and preventative action plans to improve performance and accuracy.
• Maintain strong knowledge of client products, policies and community standards.
• Collaborate with Training, Quality and Operations on process changes.
• Offer one-to-one coaching to build knowledge and confidence.
• Investigate and resolve issues, including reports of potentially abusive content.
• Apply and enforce Terms of Use and relevant policies.
• Review production work within set turnaround times and quality standards.
• Be a knowledgeable point of contact for operational and policy questions.
• Demonstrate judgement, cultural awareness, and empathy in nuanced decisions.

Skills

Hebrew fluency

English fluency

Coaching

Communication

Education

College-level qualifications

Job description

Teleperformance in Dublin, Ireland seeks an Operational SME fluent in Hebrew and English to join our 24/7 Dublin operation. The role centers on real-time coaching and operational expertise, guiding both new and tenured agents through complex scenarios while upholding policy standards.

The position requires strong communication, coaching passion, and the ability to work across Training, Quality and Operations to improve performance and accuracy.