Operational SME - Sub Saharan Africa

Overview

Dublin, Ireland | On-site 44,351 per annum Full-time, Permanent | 40 hours per week 13 weeks comprehensive training

Ready to take the next step in your career?

Are you an experienced Operations professional who enjoys coaching others, solving problems and helping teams perform at their best?

We're looking for an Operational SME to join our growing Dublin team.

This is an opportunity to move beyond your day-to-day operational responsibilities and become a key point of support for the wider team. You'll use your knowledge and experience to coach, mentor and guide Agents, provide real-time support and work closely with Operations, Training and Quality to drive performance and continuous improvement.

If you're passionate about people, have strong cultural awareness and enjoy being the person others turn to for support, this could be the perfect next step for you.

What you'll be doing

As an Operational SME, no two days will be exactly the same. You'll be trusted to support the operation by:

• 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.

What we're looking for

We're interested in people who can combine operational knowledge with great people skills.

You'll need:

• Fluency in a relevant Sub-Saharan African language and English.
• Minimum C1 language proficiency.
• At least 2 years' Operations experience within BPO, shared services or a comparable service/process management environment.
• Strong coaching, mentoring and communication skills.
• The confidence to provide constructive feedback and support others with their development.
• Strong analytical and problem-solving abilities.
• Excellent attention to detail.
• A high level of empathy and emotional intelligence.
• Strong cultural awareness of the market and region you will support.
• The ability to understand cultural and regional differences when making nuanced policy decisions.

Previous Trust & Safety experience would be a strong advantage.

Why make the move to Operational SME?

This role gives you the opportunity to make a genuine impact on the performance and development of others while building your own experience across Operations, Quality and Training.

You'll become a trusted source of knowledge within the operation, gain greater exposure to different teams and develop valuable skills in coaching, performance improvement, policy application and operational leadership.

For someone looking to continue developing their career within Operations, this is a fantastic next step.

Working hours & training

This is a 40-hour-per-week, permanent position.

The operation supports a 24/7 environment, so flexibility to work within the operational opening hours is required.

Current working rotation: 09:00-18:00

You'll also receive 13 weeks of training to give you the knowledge, tools and support needed to succeed in the role.

Assessment process

If you're successful at the initial application stage, you'll be invited to complete:

• A language assessment - minimum C1 proficiency required
• A Korn Ferry reasoning and analytical assessment

Right to Work in Ireland

Applicants must already hold valid and sufficiently long permission to work in Ireland to perform the role on an ongoing basis.

Where your current permission is due to expire shortly, we may require evidence that a renewal application is in progress before an offer can be progressed.

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

Interested?

If you're ready to use your experience to coach others, influence performance and become a key part of a supportive operational team, we'd love to hear from you.

Apply today and take the next step in your career as an Operational SME