Customer Service Manager (Call Centre)

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.