About the job
Role: Customer Service Manager
Duration: Permanent
Location: Dublin West
My client is currently sourcing for a Customer Service Manager on a permanent basis based in Dublin West. For this role you will be part of the Senior management team reporting directly to the general manager with responsibilities for the contact centre, customer engagement and overall customer satisfaction.
Responsibilities:
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Strategic Leadership: Develop and deliver customer service strategies aligned with business goals; drive digital transformation and continuous improvement; track KPIs/SLAs and report to management and clients.
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Contact Centre Management: Oversee end-to-end operations including workforce planning, scheduling, forecasting, budgeting and technology adoption; ensure business continuity and operational efficiency.
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Team Leadership: Recruit, train and lead a high-performing team of supervisors, team leaders and agents; foster a customer-first culture; manage performance, development and staffing models.
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Operational Excellence: Implement best-practice processes, optimise systems (telephony, CRM, analytics), ensure compliance and monitor real-time performance to deliver consistent results.
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Customer Experience: Drive quality assurance, monitor satisfaction, handle escalations, analyse feedback and collaborate cross-functionally to enhance customer experience.
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Financial Management: Develop and manage budgets, control operational costs and optimise contact centre spend.
Experience & Qualifications
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Degree or relevant 3rd-level qualification.
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8+ years in customer service including 5+ years in leadership and 3+ years in direct contact centre management.
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Proven track record managing large teams (50+ staff) in high-volume environments.
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Strong leadership, communication, problem-solving and change management skills.
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Customer-centric mindset with emotional intelligence.
Preferred
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Experience in automotive, testing, or engineering services.
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Contact centre certifications, workforce management, Lean Six Sigma or similar process improvement expertise.
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Knowledge of compliance standards (e.g., PCI-DSS, GDPR).
