TSS - Senior Advisor

Senior Agent – TSS (Contact Centre Sales) 

As a Senior TSS Agent in our Call Centre Sales team, you won’t just take calls — you’ll lead by example, mentor your peers, and directly influence the performance and culture of your team. This role balances frontline excellence with coaching responsibilities, giving you a vital position at the heart of our operations. You'll spend approximately 70% of your time on calls, consistently demonstrating best-inclass performance, and 30% supporting and coaching agents, contributing to quality, productivity, and a high-performing team environment. This role is ideal for a current agent, ready to step into a role with greater responsibility, enhanced visibility, and clear developmental opportunities.

This opportunity is designed as a career advancement pathway, offering high-performing individuals a valuable stepping stone to grow and progress within eir.

By becoming a TSS Senior Agent, you’ll:

• Build key coaching and leadership skills valued throughout eir.

• Gain visibility with Team Managers, Quality Teams, and key stakeholders.

• Play a direct role in improving sales performance, customer experience, and team development.

• Position yourself for future roles in team leadership, training, or operations management.

Benefits Include

• Ongoing training and professional development to grow your leadership skills.

• A chance to step into a leadership position with a clear path for progression within eir.

• A supportive, fast-paced work environment where your contributions make a difference .

• Enhanced earning potential through various staff incentives.

• Free on-site parking.

• Staff offer.

• 22 days annual leave.

• Free eir Wellness Programme & Employee Assistance Programme.

• €500 employee referral scheme.

• Discounted healthcare plan.

• Pension scheme contribution.

• Generous family friendly policies, including fertility, pregnancy loss, menopause and others.

• Commitment to Diversity and Inclusion.

• Paid leave benefits incl. maternity and sick leave benefits.

• Tax saver tickets and bike to work scheme.

Salary & Remuneration

Annual salary of €26,877 + competitive commission structure.

As a Senior TSS Agent, your responsibilities will include: 

• Leading by example with excellent performance in incoming sales and retention calls.

• Acting as a point of escalation and support in the Team Leader’s absence.

• Proactively monitoring and engaging in team chat groups, sharing product updates, advice, and coaching.

• Coaching and supporting team members on sales techniques, customer interactions, and systems.

• Assisting in the implementation of best practices and support continuous improvement.

• Assisting with the training of new hires, helping them build confidence and capability.

• Identifying process gaps and propose improvements that enhance the customer and agent experience.

• Being a positive role model, upholding eir values, policy adherence, and a strong performance mind-set.

Knowledge and Skills

• Minimum 6 months’ experience in a Contact Centre environment, with a proven sales track record.

• Clean attendance and compliance record.

• Passion for helping others succeed.

• Excellent coaching, communication, and influencing skills.

• Confidence in objection handling, upselling, and customer profiling.

• Strong multitasking skills and time management in a fast-paced setting.

• PC literate with working knowledge of Microsoft applications.

• Demonstrated initiative, reliability, and a proactive mind-set.

Key Competencies for Success

Business Competencies

• Sales driven and customer focused.

• Results and target oriented.

• Strong root cause analysis and problem-solving mindset.

• Experience in coaching peers or new starters.

People Competencies

• Excellent oral and written communication.

• Persuasive and empathetic speaking skills.

• Patience and adaptability.

• Motivated to grow within a leadership pathway.

At eir, we’re all about building connections—whether that’s through our products or our people. Working here means being part of a team that’s passionate about customer experience and driven by results. If you're looking for a role where you can grow your career, develop your leadership skills, and make a real impact—this is the place for you.
 
eir reserves the right to conduct appropriate suitability checks in relation to prospective employees including but not limited to reference checking and/or other searches using publicly available information.

We are committed to creating an inclusive and supportive work environment. If you require any reasonable adjustments during the application or interview process, please let us know, and we will work with you to meet your needs.

#eirforall.