Lex Consultancy

Role Profile: CCC Workforce Manager (International)
Department: Customer Contact Centre
Reports to: Head of Contact Centre
Location: Dublin-based with occasional international travel

Role Purpose:
This role is responsible for the global workforce planning and real-time contact management across six international customer contact locations, covering voice, messaging, social, email, and back-office functions.
The CCC Workforce Manager will ensure service levels are met across pre-trip, trip, and post-trip interactions, manage disruption response, and oversee staffing allocation minute-by-minute. Operating in a fast-paced, dynamic environment, the role involves collaboration with internal and external partners, and may require out-of-hours work and international travel.

Key Responsibilities:

  • Forecast and schedule staffing needs across all contact channels and regions.
  • Monitor and adjust real-time resource allocation to meet service levels.
  • Manage demand fluctuations, including during disruption or emergency events.
  • Collaborate with Command Centre and tech platforms (AWS, Verint, Conversocial, etc.) to align resources.
  • Oversee global case handling across systems (e.g., Astral, Estute).
  • Track and report on agent adherence, occupancy, productivity, and performance.
  • Lead operational readiness planning and contingency simulations.
  • Provide daily/weekly/monthly performance reports and insights.
  • Support contact centre partners with scheduling and performance management.

Qualifications & Experience:

  • Third-level degree in Business, Economics, Commerce, or equivalent experience.
  • Proven experience in workforce management within a large contact centre.
  • Strong people management and stakeholder engagement skills.
  • Hands-on knowledge of contact centre tools (AWS, Verint, telephony platforms).
  • Advanced proficiency in Excel and reporting tools.
  • Excellent analytical, communication, and problem-solving skills.
  • Flexible, proactive, and capable of working independently and in teams.

Additional Info

  • Working Hours: Full-time; flexibility required for disruption support.
  • Salary €75k-€80k plus benefits
  • Travel: Occasional international travel to contact centre locations.

To apply please send your CV to Richard Minchin on the Lex Consultancy team

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