Operations SME & Coach (SSA) – Mentorship & Impact

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

Job summary

TP in Dublin is seeking an Operational SME to coach agents, mentor teams, and drive performance across Operations, Training and Quality.

The role includes 13 weeks of comprehensive training, real-time coaching, and developing policy implementation across the operation. Candidates should have at least 2 years in OPS within BPO or similar, plus strong language skills.

This on-site, 40-hour weekly position offers €44,351 per annum and requires valid right to work in Ireland.

Qualifications

• 2 years' Operations experience within BPO or similar service/process management environment.
• Strong coaching, mentoring and communication skills.
• High empathy and emotional intelligence.
• Fluent in a Sub-Saharan African language and English; minimum C1 level.
• Cultural awareness of the market/region.
• Ability to apply policy decisions across diverse teams.

Responsibilities

• Coaching and mentoring new Agents throughout nesting and onboarding.
• Providing real-time support to both new and experienced team members.
• Delivering one-to-one and group coaching, team huddles and RCA coaching.
• Helping Agents understand policies, processes and guidelines.
• Identifying knowledge and performance gaps and working with colleagues to improve them.
• Supporting corrective and preventative action plans to improve quality and accuracy.
• Collaborating with Training, Quality and Operations for consistent program approach.
• Becoming a trusted subject matter expert on Client products and standards.
• Assisting rollout of policy and process changes across the operation.
• Investigating and resolving account and content-related issues.

Skills

Coaching

Communication

Analytical thinking

Attention to detail

Emotional intelligence

Cultural awareness

Problem solving

Job description

TP in Dublin is seeking an Operational SME to coach agents, mentor teams, and drive performance across Operations, Training and Quality.

The role includes 13 weeks of comprehensive training, real-time coaching, and developing policy implementation across the operation. Candidates should have at least 2 years in OPS within BPO or similar, plus strong language skills.

This on-site, 40-hour weekly position offers €44,351 per annum and requires valid right to work in Ireland.