Job description
Customer Service Manager (Call Centre)
Location: Dublin
Full-time, Permanent Hybrid
Our client is seeking a dynamic and experienced Customer Service Manager to lead their customer-focused Rescue Contact Centre. This is a pivotal management role responsible for overseeing service delivery, achieving operational KPIs, and driving continuous improvement in a 24/7, high-pressure environment.
What's on Offer:
Competitive salary
Opportunities for career progression within a growing organisation
Hybrid working model
EAP programme
Participation in key transformation and digitalisation initiatives
Key Responsibilities:
Lead and manage a customer service team to deliver exceptional service levels and satisfaction.
Ensure compliance with KPIs, SLAs, and budgetary goals.
Collaborate with internal and external stakeholders for seamless service delivery.
Drive digitalisation and automation within the Rescue Contact Centre.
Provide performance updates and implement action plans to improve operations.
Oversee team engagement and foster a culture of high performance and service excellence.
Manage quality systems, audits, and compliance processes.
Lead change management initiatives to enhance team and operational effectiveness.
The Ideal Candidate:
Qualifications: Leaving Certificate minimum; third-level education and APA/CIP qualification an advantage
Experience: Proven track record in managing contact centre teams, ideally in a breakdown assistance or similar environment. Experience in 24/7 operations and leading change initiatives is advantageous.
Skills:
Strong leadership and team management capabilities
Exceptional communication and interpersonal skills
Proficiency in Microsoft Office Suite, particularly Excel and PowerPoint
Analytical mindset with expertise in data-driven decision-making
Project management and process improvement expertise
Commercially astute with budget management experience
Attributes:
Adaptability and resilience in a fast-paced, evolving environment
Strategic thinker with a hands-on approach to execution
Enthusiastic motivator committed to employee and customer success
If you are a dedicated and results-driven professional with a passion for customer service and operational excellence, please send your CV to [email protected] or contact 016455210 for more details.
