Lex Consultancy

My client, based in Dublin 15 is looking to hire a permanent Call Centre Manager. This is a Mon - Fri role with a competitive  package and parking on site. You will be process and procedure driven and have strong interpersonal skills

Daily Roles and Responsibilities:

  • Support Head of Customer Operation  in order to manage the call centre and general productivity
  • Responsible for the daily running and management of the centre through the effective use of resources, including sourcing equipment, effective resource planning and implementing call centre strategies and operations
  • Monitor the quality of our service channels and our operational activity
  • Carrying out needs assessments, performance reviews and cost/benefit analyses.
  • Setting and meeting performance targets for speed, efficiency and quality as well as acting accordingly when service levels drop
  • Liaise with other managers, team leaders, operatives, third parties; gather information and resolve issues.
  • Achievement of team objectives (KPI’s), ensuring teams are fully trained
  • Regularly review the activities of the team in order to ensure the most effective and cost efficient approach is utilised, creating and amending procedures as necessary
  • Provide feedback to team members to improve performance, strive to improve team morale/motivation and development
  • Ensure all necessary coaching, 1:2:1’s and individual feedback sessions are being carried out to the required quality level on a daily basis
  • Prepare reports for senior management team
  • Manage own performance and personal development

Requirements:

  • 2 to 3 years’ experience in a similar managerial/supervisory role with prior call centre experience preferable
  • Strong customer service skills, organisational skills and interpersonal skills as well as a willingness to lead by example
  • Ability to deal with personnel under circumstances requiring tact and diplomacy
  • Excellent communicator who can deliver workshops/training, be highly motivated and enthusiastic and able to work both on your own initiative as well as part of a team
  • Ability to ensure all HR guidelines set are adhered to in a fair and consistent manner
  • Strong analytical and technical skills a bonus
  • A dynamic, driven and enthusiastic person with the confidence to engage a team
  • The successful candidates must be available to work a flexible shift pattern which may include nights, weekend and bank holiday working

If you are interested in applying for this position, please send across your CV to Sarah at Lex Consultancy

Apply for this job

[Call Centre Manager / #SH14130]

Job Application
Drop a file here or click to upload Choose File
Maximum upload size: 4.19MB
Sending

or

Call us on +353 1 6633030 and quote job reference #SH14130