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Operations Manager - Contact Centre

Job Seekers Ireland

Job Summary

  • Dublin
  • Contract
  • BBBH772082
  • Dec 16, 2020
  • Competitive
Job Description

Looking to speak with experienced Operations Managers with call centre/contact centre experience. This is for an urgent requirement with my client based in Dublin.

Start date: 21st December - you must be available to cover shifts Monday to Sunday between 8 and 8pm.

Hours: 37.5
Contract: 6 months
Salary: €35 - 45k
Location: Dublin City

Duties:
- Deliver and grow the business unit's margin
- Deliver maximum revenue and profitability through effective management of KPI's -use the Balanced Scorecard
- Increase the team's commercial awareness and understanding of SLA obligations
- Responsible for delivery of contracted Service Levels and KPIs
- Manage and develop a positive and effective relationship with the client
- Proactively engaged in coordinating key business planning activities (e.g. forecasting, recruitment, client meetings, and reviews, etc.)
- Support the development of a continuous improvement culture
- Support innovation by developing strategies and creating opportunities to elicit new ideas from members of the business
- Give Team Leaders feedback on a regular basis through auditing files monthly and observation of one to ones, team meetings, etc
- Know your team
- Create the right climate and culture for the team to prosper
- Lead by example, actively promote and foster a culture where learning and customer service are of the highest priority

Requirements:

  • Client / Account management experience
  • High volume people management experience - coaching/ mentoring/ development
  • Experience in Front and Back Office functional management
  • Experience coordinating/implementing and monitoring projects and processes
  • Demonstrated track record of managing to performance targets
  • Previous experience of operational budgetary control
  • Demonstrated management reporting experienced
  • Experience in identifying, assessing and developing activities to improve.

Personal Attributes required:

- Strong decision making and communication skills
- Can move from seeing the big picture to the operational perspective with ease
- Commercially aware within a challenging environment
- Can easily switch between structured, process-oriented thinking and unstructured, problem resolution
- Builds strong relationships and can influence others
- Strong leadership and coaching skills and empowers others
- Target focused to manage SLA's
- Excellent planning and organising skills
- Highly motivated
- Does not get flustered under pressure.

If you have the skills and experience, please apply online today!

Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative.

BY APPLYING FOR THIS ROLE YOU ARE AGREEING TO OUR TERMS OF SERVICE WHICH TOGETHER WITH OUR PRIVACY STATEMENT GOVERN YOUR USE OF MORGAN MCKINLEY SERVICES.

Consultant Details

Consultant Details

kerri-masterson
Kerri Masterson
  • Recruitment Manager | HR & Office Support
  • 353 (1) 6324643
  • kmasterson@morganmckinley.com