Operational SME - French

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

Benefits offered by this job

Excellent benefits

Great internal growth path

Onsite role in Dublin

Job summary

Teleperformance in Ireland is seeking an Operational SME fluent in French and English to support and coach agents, enforce policies, and ensure high-quality service. This full-time onsite role requires familiarity with client products and community standards and involves mentoring new hires while balancing efficiency and accuracy.

Applicants should have at least 2 years in a shared services/BPO environment; strong advocacy for policy changes with the training team will be essential.

Qualifications

• Fluent in French and English.
• 2+ years of operations experience in a shared services/BPO environment or similar.
• Some degree of further education/college desirable.

Responsibilities

• Coach and mentor new hire agents during nesting on the floor.
• Provide real-time support by resolving inquiries with high quality, speed, empathy and accuracy.
• Assist in corrective and preventive action plans for performance improvement.
• Becoming knowledgeable about Client products and community standards and advocate for policy changes with training team.
• Strong interpersonal, written and verbal communication skills with empathy.
• Review production jobs within agreed turnaround times and quality standards.

Skills

Fluent in French

Fluent in English

Education

Some degree of further education/college desirable

Job description

Job Description

SME – French language

Are you ready to kick-start your career and take the next step in a dynamic, international environment? If you are passionate about quality standards, policy compliance, and delivering excellence — we’d love to hear from you!

Operational SME – French speaking

Salary - €44,351

• Excellent benefits
• Great internal growth p ath
• Onsite role in Dublin

A Subect Matter Expert Is considered a tenured agent that supports and coaches team members while enforcing policies and balancing the need for efficiency. They will be the main liaison between training, quality, and operations.

Responsibilities to include but not be limited the following

• 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

Recommended Qualifications

• Must be fluent in French & English
• 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 combined with sufficient tenure (as per Vendor judgment) on the specific Client program to allow for program specific coaching/mentoring of new hires
• 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

This is a full-time permanent role. Applicants must hold a valid and sufficiently long permission to work in Ireland to enable them to perform the role on an ongoing basis. Where work permission is due to expire shortly, the Company may require evidence of a pending renewal application to progress an offer.

This role is not eligible for employment permit sponsorship. Applicants must already have, and maintain, a valid permission to work in Ireland for the duration of the role.

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