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Operations Manager BPO Contact Centre Dublin

Operations Manager BPO Contact Centre Dublin €75000 to €85000

The Company

Multinational Corporation (MNC) IT Consultancy with offices in 33 countries and a turnover of $6.1 billion.
The role
Lead a team of Managers and Team Leaders effectively through structured coaching and delivering by example and influence positive change in a BPO Contact Centre
Key Responsibilities
- Manage and motivate a team of high performer
- Maintain effective Service Delivery and achievement of core KPIs
- Operational updates and distribution of reports and analysis
- Attend regular SLA reviews
- Handle client escalations and resolve them
- KCI, keep customer informed against targets and SLA
- Suggest process improvements and strive towards continuous improvement ethos
- Regular team meetings
- Build trust-relationships and support a customer focused environment.
- Employment engagement, motivation and recognition
- Maintain high attendance and low attrition
- Supporting Team Managers in their growth and expanding their knowledge, skills and abilities
- Assist Team Managers to manage their team of Agents to their full potential
- Monitor daily activity and performance in line with set KPIs, setting clear expectations
- Coordinate and manage relationships with clients, colleagues, peers, customers - all stakeholders.
- Roll out effective reporting and feedback to raise customer issues with the respective parties
- Management reports
- Support Company Policy and best practice in the area of security with particular emphasis on the protection of sensitive customer information.
- Support the implementation of all HR Company policies and processes
The successful candidate
- BPO experience is essential
- Experience of managing a team of around 100 people
- 8 to 10 years’ experience of successfully operating at management level in a Call Centre
- Experience of managing and implementing new campaigns.
- Proven experience in leading, motivating and performance management.
- Good understanding of call centre technologies
- Willing to work in a flexible working schedule

Please send CVs to Terry Abra at terry@jlc-solutions.co.uk

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