Contact Centre Manager

Job description

Your mission Reports To Head of Operations: Location : On Site, Dundrum Dublin 14 Employment Type : Full-time, permanent Role Overview: The Contact Centre Manager will lead the daily operation of the contact centre, ensuring excellent customer service, strong team performance, and delivery against agreed KPIs and service levels. Key Responsibilities: - Manage day-to-day contact centre operations across inbound and/or outbound activity. - Lead, coach, and develop team leaders and agents. - Monitor performance against KPIs including service levels, quality, productivity, sales/conversion, and customer satisfaction. - Manage staffing, scheduling, workload, and resource planning. - Manage escalated customer issues and support complaint resolution. - Drive continuous improvement in processes, service quality, and efficiency. - Ensure CRM, telephony, and reporting systems are used accurately. - Maintain compliance with company policies, data protection, and quality standards. - Prepare performance updates and reports for senior management and clients. - Support recruitment, onboarding, training, and performance management. Your profile: Required Experience: - Proven experience managing a...