Operations Manager | Contact Centre | Customer Service | Telecoms
Your new company
Your new company is a global organization with multiple sites across Ireland. They are a recognized employer of choice and due to new business, we are hiring a Customer Service Operations manager to work full-time. This position will be onsite in the company’s office location – Dublin CityWest.
Your new role
As a customer service Operations Manager you will manage day to day performance of the campaign to deliver a best in class service, meeting or exceeding all client led KPI’s. You will build relationships internally while managing the expectations across all stake holders, develop, and lead a team of 70 employees into a high performing team that meets or exceeds performance goals, using effective coaching techniques providing advice, training, and feedback to individuals. You will manage the delivery of a best-in-class service ensuring high levels of retention in the department and create and maintain a positive culture within the team. You will be setting clear and measurable objectives and monitoring performance against agreed objectives, ensuring quality and high standards are consistently achieved through effective performance management. You will also build relationships internally while managing the expectations across all stakeholders as well as managing any HR issues as appropriate in accordance with company guidelines.
Monday- Friday (9-5:30)
What you'll need to succeed
In order to succeed in this role, you will need to have strong communications skills both verbal and written and the ability to effectively communicate with teammates, peers and department management. The ideal candidate has experience as an Operations Manager in a contact center environment and also experience working in a fast-paced environment with demonstrated ability to engage others and gain buy in to achieve common goals. Experience in building and developing strong working relationships is necessary along with excellent organizational skills, attention to detail, high level of initiative & enthusiasm. You will need to be able to understand and articulate the impact of key metrics to team and department results by identifying relationships and trends and being proactive in making recommendations. This role will suit a highly self-motivated & performance-oriented individual who is open to new ideas and changes and must be literate in using MS Office suite.
What you'll get in return
The salary for this role starts from €55,000 plus guaranteed quarterly bonus & relocation expenses. You’ll get benefits such as: Tax Saver Scheme – which allows employees to purchase travel tickets/ bike tax free, health Insurance - 10% off a health insurance plan with Irish Life. Company contribution pension scheme. Sick Pay – Entitled to 6 days of sick leave per year after probation period is passed, 2 days study leave, access to extensive variety of upskilling courses. This position will give you a rewarding opportunity within a dynamic and challenging industry. This organization has a reputation for developing and promoting within the company giving you numerous opportunities for career progression
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career. #1107129