Operations SME & Coach for SSA Markets

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

Benefits offered by this job

13 weeks comprehensive training

Job summary

Teleperformance in Dublin, Ireland is hiring an Operational SME for the expanding team. The role focuses on coaching and mentoring Agents, providing real-time support, and driving performance through policy and process improvements.

The position requires strong language fluency and 2+ years in Operations within BPO or similar settings, with a 40-hour week and 13 weeks of training. On-site work in a 24/7 environment is required.

Qualifications

• 2+ years' Operations experience within BPO, shared services or a comparable service/process management environment.
• Strong coaching, mentoring and communication skills.
• Ability to provide constructive feedback and support others with their development.
• Strong analytical and problem-solving abilities.
• High level of empathy and emotional intelligence.
• Strong cultural awareness of the market and region you will support.

Responsibilities

• Coaching and mentoring new Agents throughout their nesting and onboarding journey.
• Providing real-time support to both new and experienced team members.
• Delivering one-to-one and side-by-side coaching, team huddles and RCA coaching.
• Helping Agents understand policies, processes and operational guidelines.
• Identifying knowledge and performance gaps and working with colleagues to improve them.
• Supporting corrective and preventative action plans to improve quality and accuracy.
• Working closely with Training, Quality and Operations to create a consistent approach across the programme.
• Becoming a trusted subject matter expert on Client products, policies and community standards.
• Supporting the rollout of policy and process changes across the operation.
• Investigating and resolving account and content-related issues.
• Reviewing reported content and applying policies accurately, consistently and fairly.
• Helping create a supportive environment where people can learn, develop and succeed.

Skills

Coaching

Mentoring

Analytical thinking

Communication skills

Cultural awareness

Job description

Teleperformance in Dublin, Ireland is hiring an Operational SME for the expanding team. The role focuses on coaching and mentoring Agents, providing real-time support, and driving performance through policy and process improvements.

The position requires strong language fluency and 2+ years in Operations within BPO or similar settings, with a 40-hour week and 13 weeks of training. On-site work in a 24/7 environment is required.