CUSTOMER SERVICE SPECIALIST – OFFICE BASED IN DUBLIN Read on to find out what you will need to succeed in this position, including skills, qualifications, and experience. Teleperformance is a fast-paced contact centre employer who works alongside a number of house-hold known clients to deliver world class customer service. We’re looking for a Customer Service Specialist who is passionate about helping people, solving problems, and delivering exceptional support to work with a global client. Here is all you need to know… Start Date: January/Febuary/March 2026 Salary: €16.00 per hour / €29,120.00 per annum with potential to earn up to €34,000 with a performance related bonus. Job Type: Permanent Working Hours: 35 hours per week (including training) Training: 2 weeks onsite in Dublin. Joining the team: Please note that this role is fully office based in Dublin. What will the shifts look like?... Core Hours: Monday to Friday, 9:00 AM – 5:00 PM Enjoy a stable weekday routine with evenings and weekends free to recharge. Rotational Shift: 6:00 AM – 2:00 PM, on a rotating basis across 7 days This early shift rotation ensures fair coverage while giving you afternoons off — ideal for personal time, appointments, or family commitments. Who we are looking for… A professional, polite and courteous telephone manner Ability to deliver excellent service with outgoing nature Excellent verbal and written communication skills, with fluency in English essential A good listener who can convey empathy, patience and understanding Confident and proactive to deal with difficult situations and conversations Confident in having customer conversations, with 2-3 years of customer support experience via phone, email and webchat essential High levels of accuracy and attention to detail Confident in working independently Self-motivated and able to affectively problem solve Interpersonal skills Be driven to work towards achievable targets Experience in working with vulnerable customers Previous call centre/ customer service experience is essential Values we look for you to have: Process Excellence - doing things well means something to you and you will always strive to improve on your work Collaboration - you enjoy working with others and you like working as a team player Communication - You can speak and write clearly and in a confident manner Emotional Intelligence - You possess the ability to be emotionally intellignt meaning you are able to empathise, be kind and be good with others. Open-mindedness - you possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others. Critical thinking - you are abl to think logically when making decisions Solution Orientation - having a forward thinking mindset focused on resolving challenges Entrepreneurship - taking owenership, not being afraid to take on new tasks, develop and have a self-driven mindset. What will my role involve…? Answer inbound calls with enthusiasm and a desire to help out customers at the first point of contact Supporting and providing a positive experience for all our customers by helping them with all aspects of their queries Helping customers that may be vulnerable Problem solving - taking ownership of each and every query and ensuring these are resolved, making a real positive difference for our customers Ensure all customer complaints are recorded in line with policy and where possible resolved at first touch, delivering an efficient outcome for the customer Ability to react fast when the day gets busy and handle a wide variety of different customers – excellent time management and ability to multitask Confident in following processes and being able to clearly explain these to our custome What are the benefits?... Healthcare insurance Death in service Annual leave 20days + 10 days bank holiday 4% pension Bonus (non contractual and applicaple for certain roles) Disclaimer Please be vigilant against job scams. Teleperformance will never contact you about anything other than your application through our official channels - UK phone number, text or Teleperformance or talent.icims email address. If you receive any suspicious communications claiming to be from Teleperformance, please disregard them and report the incident to our team. Your security is our priority. Disclaimer Please note, only candidates who meet specific language proficiency scores will be able to proceed on this campaign, this supersedes any other pass mark you may receive. Where you pass the assessment but not the above requirements we will endeavour to find other suitable roles for you however this may not be possible, in this instance we reserve the right to reject your application. xsokbrc If you’re interested in joining us, APPLY TODAY to create your application and our recruitment team will be in touch with you within 48 hours, but please feel free to get in touch if you want to chat with our team sooner. #priority
Quality & Support Analyst Ready to apply Before you do, make sure to read all the details pertaining to this job in the description below. Is considered a tenured agent that supports and coaches team members while enforcing policies and driving quality performance, while 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 Partner with Client internal teams to ensure that decisions made by Vendor’s content moderation staff are being regularly audited for accuracy and that performance feedback is being shared with the responsible teams Support every aspect of internal audit quality from audit planning, implementation, feedback and re-audit as required. Complete all audits in the required timeframe and provide timely and usable feedback to ‘Agents’ to drive improved performance. Proactively identify areas of our content policies/operational guidelines requiring training and coordinate findings with training partners to bridge knowledge gaps Collaborate with relevant Operations team(s) and Quality Manager(s) for performance enhancement of personnel not meeting effectiveness metrics. Become and remain knowledgeable about Client products and community standards, and serve as the expert to ensure awareness and understanding of Content Policy and Operational Guidelines, and reinforce associated changes to operations teams. Make well balanced decisions related to effectiveness metrics, and personally driven to be an effective advocate for our community by reinforcing process and policy changes to operations teams. Mentor new teammates the use of audit tools and systems Develop process documentation and aggregate feedback about the functionality of audit tools Identify, aggregate, prioritize and report on inefficiencies and error trends in process/systems/tools/policy through root cause analysis, and suggest solutions through action plans Recognize trends and patterns, and escalate issues regarding Client policy to the global team for mitigation Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users Work closely with Quality Leaders to develop and support the planning and design of improvement initiatives. 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. xsokbrc 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 Passion for providing 1:1 support to people with accuracy and empathy 2+ years' experience in a quality control environment Written and verbal language proficiency in English and at least one local language supported at the site (see Section 6.8). Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is essential Experience with Tableau/Power BI or other similar tools is a plus Exceptional attention to detail and nuance Demonstrated ability to perform well in a highly dynamic, rapidly changing environment Strong critical thinking and problem-solving skills Preferred trust and safety experience Ability to multitask and work independently in an unstructured environment 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
Job Type: Permanent Qualifications, skills, and all relevant experience needed for this role can be found in the full description below. Location: Dublin Hours: -37.5 Hours per week. Out of hours work may be required. About us Teleperformance is a worldwide leader in multichannel customer experience management. We are experts in the call centre services industry and connect the biggest and most respected brands on the planet with their customers by providing customer care, technical support, customer acquisition, digital solutions, analytics, back-office and other specialized services to ensure consistently positive customer interactions. We’ve been providing superior customer care for leading brands throughout the world since 1978 and every year we interact with more than 35% of the world’s population. We believe in the value of providing the best working environment for the best people, and our reputation as a company that works hard to inspire its employees has been recognized globally. Teleperformance was named a Great Place to Work® in various countries, including the UK, and was included in Forbes’ 50 Most Trustworthy Companies based in Western Europe, as well as in AON Hewitt Global’s Global Best Employers™ Program. We are an equal opportunities employer and we welcome applications from all suitably qualified persons. About the Role As a Desktop Support Engineer you will provide desktop support to company employees, both on-site and at home for any issues reported. These will primarily relate to desktop and laptop hardware issues, software faults including email, telephony systems and associated in-house applications. You will be responsible for maintaining all IT kit based onsite and providing hands-on assistance to other IT teams and users based remotely. General BAU tasks include but are not limited to, ticket management, hardware & software support, fault finding, troubleshooting, deployment, networking, and ensuring compliance with both internal and external security audits and accreditations. Good customer facing skills and ability to prioritise your workload are also key aspects of the role. Candidates must be well-presented and prepared to invest their time to learn new skills in the constantly evolving world of Information Technology. Travel to our other Teleperformance sites within the UK may also be required on occasion. Duties Troubleshooting reported faults with Windows Desktop, laptop, VDI & mobile for end users Software deployment and updates for all devices used in the estate Maintain a high degree of customer service via in person communication, call, e-mail, and instant messaging for all support queries Support and triage of major incident impacting business productivity and ability to maintain client KPIs Gather and submit evidence in relation to quarterly and annual security policies, and external audits Identifying business risks and ensuring adherence to internal and external security requirements Close attention to Service Level Agreements (SLAs) and setting a clear expectation to the customer Requirements Ability to attain CTC and SC clearance as per UK government requirements. Ability to maintain a high degree of customer service for all support queries. Proven track record of close attention to Service Level Agreements (SLA’s) and setting a clear expectation to the customer. Proactive approach, ability to prioritise and manage own workload. Ability to solve complex problems & participate in continuous improvement. Excellent oral and written communication skills. Keen attention to detail. Ability to relate to others in a positive manner. Strong team focus. Experience with MS Office Packages Skills and Experience (advantageous) Experience and/or Qualifications in an IT field Experience with Windows 10 & 11 Experience working with VDI solutions Experience with Cisco Networking desirable. Experience with MECM for software deployment, OS build and patch management Experience of managing and implementing Group Policy in an enterprise environment. xsokbrc Experience with Anti Virus software and managing cyber security threats Experience working with O365 products and services Working experience of ITIL and/or ISO(phone number removed) processes and procedures. Proactive approach, ability to prioritise and manage own workload Ability to solve complex problems & participate in continuous improvement
Quality & Policy Expert Are you the right applicant for this opportunity Find out by reading through the role overview below. Responsibilities to include but not be limited the following Partner with Client internal teams to ensure that decisions made by Vendor’s content moderation staff are being regularly audited for accuracy and that performance feedback is being shared with the responsible teams Support every aspect of internal audit quality from audit planning, implementation, feedback and re-audit as required. Complete all audits in the required timeframe and provide timely and usable feedback to ‘Agents’ to drive improved performance. Proactively identify areas of our content policies/operational guidelines requiring training and coordinate findings with training partners to bridge knowledge gaps Collaborate with relevant Operations team(s) and Quality Manager(s) for performance enhancement of personnel not meeting effectiveness metrics. Become and remain knowledgeable about Client products and community standards, and serve as the expert to ensure awareness and understanding of Content Policy and Operational Guidelines, and reinforce associated changes to operations teams. Make well balanced decisions related to effectiveness metrics, and personally driven to be an effective advocate for our community by reinforcing process and policy changes to operations teams. Mentor new Quality & Policy Experts on the use of audit tools and systems Develop process documentation and aggregate feedback about the functionality of audit tools Identify, aggregate, prioritize and report on inefficiencies and error trends in process/systems/tools/policy through root cause analysis, and suggest solutions through action plans Recognize trends and patterns, and escalate issues regarding Client policy to the global team for mitigation Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users Work closely with Quality Leaders to develop and support the planning and design of improvement initiatives. Recommended Qualifications Passion for providing support to xsokbrc people with accuracy and empathy 2+ years' experience in a quality control environment Written and verbal language proficiency in English and at least one local language supported at the site (see Section 6.8). Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is essential Experience with Tableau/Power BI or other similar tools is a plus Exceptional attention to detail and nuance Preferred trust and safety experience Demonstrated ability to perform well in a highly dynamic, rapidly changing environment Strong critical thinking and problem-solving skill Ability to multitask and work independently in an unstructured environment
Scheduling/Real Time Analyst To be considered for an interview, please make sure your application is full in line with the job specs as found below. Responsibilities to include but not be limited the following Adoption and communication of global intraday and scheduling guidelines to appropriate stakeholders Enforce real time adherence in all Work Types and Markets within the scope of operation Monitor the volume of contacts at interval level, as well as the proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and any other real time events that contribute or impact negatively in the execution of planned productivity hours to meet SLAs Constant interaction with Client, reporting site performance; including but not limited to staffing compliance, skilling status, and outages Provide visibility and reporting capabilities of main KPIs related to intraday and scheduling functions such as adherence, shrinkage components, projected interval compliance, and bidding completion Creation and optimization of schedule shells, allocating productive time based on interval level staffing needs, following region specific labor laws Appropriate distribution of programmed shrinkage (activity codes) to guarantee the accuracy of projections related to productive staffing commitment Develop and maintain a scheduling matrix for each specific site and region; adequately updating information related to labor laws, shift types, and other considerations required to appropriately perform scheduling tasks Recognize and communicate challenges and areas of improvement during, and after scheduling cycles; providing solutions to meet staffing expectations at interval level Recommended Qualifications 3+ years of tenure in WFM intraday and scheduling positions Proven experience in operating and directly handling a scope of more than 500 FTEs Proven experience in scheduling distribution/bidding of more than 2000 FTEs Creative xsokbrc and problem solving oriented Know-how in managing real time adherence in different lines of business in a multi-skill environment simultaneously (shrinkage, outages, under/overstaffing, etc.) Excellent communication skills Proactive and able to take decisions based on real time situations Knowledge of WFM tools (Aspect, Verint, IEX) - Aspect preferable Advanced Excel skills (LOOKUP, INDEX, IFS, Pivot Tables, MATCH, table arrays, macros) Studies in Engineering, Business Administration, or related fields Experience working with internal/ external stakeholders in multiple geographic regions
Multi Channel- Quality Expert Reviewer (Polish speaker) - Dublin City Centre Apply promptly! A high volume of applicants is expected for the role as detailed below, do not wait to send your CV. Must be able to evidence previous Content Moderator Experience Teleperformance certified as Great Place to Work for 5 years in a row! At Teleperformance, we deliver an outstanding customer experience, at every single opportunity, as a result of our commitment, passion and dedication to excellence. Due to our success, we have exciting opportunities coming very soon in Dublin - no previous experience necessary! Why not fill in our application and we will be in touch with more information soon! Start Dates: 6th of Febuary 2026 Location: Onsite Dublin city centre (no work at home option currently available) Salary: € 37,333 per annum Shifts: Full Time, 40 hrs, Fully Flexible across Mon – Sun 08.00 – 19.00 Training: 4 weeks on site in Dublin Contract: Permanent Background Checking: Right to Work Criminal Record Check Any other associated checks Joining the team: Please note that this role is fully office based in Dublin. **Please note we do not allow any time off/holiday requests within the first 8 weeks to allow for full training** Duties and responsibilities You will be supporting the quality review of the Client workflows managed by the Clients Global Operations team including but not limited to: a) Content Moderation - content includes the following topics unless otherwise mutually agreed: Organizing or credibly threatening violence Promoting self-harm Organizing theft, vandalism, fraud, poaching, or sale of restricted goods Misrepresentation, impersonation and privacy violations Hate speech, bullying Phishing, spam, and malware Child Exploitation Nudity, pornography Sexual solicitation Others as mutually agreed in an SCN b) ID Review and Authenticity/Access Flows; c) Escalations. The Services shall support the quality review of the following Client workflows managed by Clients Special Ops/Global Risk Ops (GRO) focus on the following areas: HERO (viral/meme content) DOI (Dangerous Organization) "High affinity and cultural context 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 Clients abuse standard policies and training materials." Values we look for you to have: Process Excellence- Doing things well means something to you and you will always strive to improve on your work. Collaboration- You enjoy working with others and you like working as a team player. Communication- You can speak and write clearly and in a confident manner. Emotional Intelligence- You possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others. Open-Mindedness- You are able to be open to different ways of thinking and new ideas. Critical Thinking- You are able to think logically when making decisions. Solution Orientation- Having a forward thinking mindset focused on resolving challenges. Entrepreneurship- Taking ownership, not being afraid to take on new tasks, develop and have a self-driven mindset. What you get from us - Healthcare insurance Death in service Annual leave 20days + 10 days bank holiday 4% pension Bonus (non contractual and applicable for certain roles) Disclaimer Please be vigilant against job scams. Teleperformance will never contact you about anything other than your application through our official channels - UK phone number, text or (url removed)/talent.icims email addresses. If you receive any suspicious communications claiming to be from Teleperformance, please disregard them and report the incident to our team. Your security is our priority. Disclaimer Please note, only candidates who meet specific language proficiency scores will be able to proceed on this campaign, this supersedes any other pass mark you may receive. xsokbrc Where you pass the assessment but not the above requirements we will endeavour to find other suitable roles for you however this may not be possible, in this instance we reserve the right to reject your application. #priority
Reporting/Business Analyst Scroll down the page to see all associated job requirements, and any responsibilities successful candidates can expect. Responsibilities to include but not be limited to the following Conduct data analysis, spot data trends, perform gap analysis, generate reports, and recommend improvements to current business metric collection process Produce and deliver tracking and reporting for key KPI/SLA’s in the business Design key dashboards and scorecards for Senior Leadership and Business Unit (Team Leaders, Training Team, Quality Analysts/Analysts, etc.) Perform ad-hoc data analysis to support the business initiatives Create and maintain efficient and secure systems for recording data and producing relevant documentation Maintain the daily relationship with the business intelligence supplier Seek opportunities to drive innovation and process improvement within the reporting spectrum Recommended Qualifications 2-3 years of experience working in a reporting environment, with proven ability to deliver high quality & accurate reports within demanding timescales Strong xsokbrc technical and numerical skills with advanced Excel skills Strong communication skills (both written and verbal) - ability to clearly communicate complex quantitative analysis in actionable insights Detail-oriented and passion for problem-solving Ability to work on own initiative or as part of a team Knowledge of data tools
