Customer Care Operations Manager
About the job
Job Title: Customer Care Operations Manager
Location: Hybrid (East Cork)
Industry: Insurance
Salary: €60,000+ DOE with an attractive benefits package
Contract Type: Full-Time, Permanent
An established and reputable company in the insurance sector is seeking a Customer Care Operations Manager to lead its contact centre operations and drive excellence in customer service delivery. This is a hybrid role based in East Cork, offering a competitive salary and comprehensive benefits.
About the Role:
You will be responsible for ensuring the efficient day-to-day running of a high-performing Customer Care team, supporting omnichannel service delivery, improving customer journeys, and maintaining strong oversight of key operational functions such as workforce management (WFM), quality, data, and analytics.
This position requires a seasoned operations leader with proven experience in contact centre environments and a strong focus on process optimisation, team performance, and customer experience.
Key Responsibilities:
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Oversee service delivery across multiple channels, ensuring smooth customer journeys and consistent, high-quality support.
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Leverage data and reporting tools to understand customer behaviour, team productivity, and performance trends.
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Maximise the use of contact centre technologies (e.g., Genesys) and support digital transformation initiatives.
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Drive strategic improvements in workforce management, including forecasting, scheduling, and expansion planning.
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Collaborate with IT and project teams to support the implementation of new systems, products, and service enhancements.
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Manage a team of 5+ direct reports, ensuring development, engagement, and performance alignment with business objectives.
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Maintain and continuously enhance quality frameworks and compliance with internal policies and external standards (e.g., GDPR).
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Lead communication efforts across the team to ensure alignment with company goals and strategic direction.
About You:
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Minimum 5 years of experience in an operations management role, ideally within a contact centre environment.
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Strong leadership, communication, and team development skills.
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Analytical mindset with a deep understanding of data, customer insights, and workforce planning.
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Comfortable working in a fast-paced, multi-functional environment.
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Enthusiastic, self-motivated, and highly organised.
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Previous experience in the insurance or financial services sector is an advantage.
Why Apply?
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Hybrid working model based in East Cork
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Competitive salary (€60,000+ DOE)
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Attractive benefits package
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Collaborative and values-driven work environment
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Opportunity to shape the future of customer care delivery in a leading organisation
