General Manager | Customer Engagement Centre | Cork | EMEA
Collins McNicholas is delighted to partner with a global organisation in the appointment of a General Manager, a pivotal leadership role with full site accountability for one of the company’s flagship Customer Engagement Centres in EMEA.
This is a rare opportunity to lead a large-scale, high-impact operation, shaping its future through stabilisation, cultural transformation, and sustainable commercial growth.
The Opportunity
Reporting to the Senior Director of Operations, the General Manager will define and deliver a compelling vision for the Cork Customer Engagement Centre, aligning local strategy with global service standards and enterprise priorities. This is a 50% strategic / 50% operational leadership role with full site P&L and budget accountability, and revenue-based targets.
This is not a steady-state leadership role. It requires a leader who can stabilise, transform and grow.
The Leader we are seeking:
This role requires a senior contact centre leader with proven experience managing large, complex operations. Cultural and leadership fit is paramount.
You will bring:
- 8–10+ years’ progressive leadership experience
- Senior-level contact centre expertise
- Demonstrated P&L ownership and financial acumen
- Experience leading large-scale change and transformation
- Strong stakeholder management across global and enterprise environments
- A data-driven, commercially focused mindset
Leadership Style That Will Thrive
- Approachable, visible, and present
- Strategically strong yet willing to “get back to the floor”
- Comfortable balancing vision with operational detail
Initially, this leader will be highly visible in day-to-day performance oversight, coaching through Operational Managers, and building rapport with both leaders and associates.
You will work closely with:
- Senior Director of Operations
- Senior Director of Human Resources
- Finance teams
- Wider leadership teams
- Local Operations Managers, HR and Finance
Candidate Profile
- Degree in Business, Marketing or related discipline (preferred)
- OR 10+ years’ relevant professional experience demonstrating exceptional performance
- Minimum 5 years in senior contact centre leadership
- Strong understanding of financial models and cost allocation
- Proven experience driving cultural and organisational change
- Experience operating in global or matrixed environments
Why This Role?
This is a career-defining opportunity to:
- Lead a large, high-profile operation
- Shape culture and performance at scale
- Drive tangible commercial impact
- Build a leadership legacy in a transformational environment
If you are an experienced contact centre/operations leader ready to take full site ownership and lead meaningful change, we would welcome a confidential conversation.
For a confidential discussion and more information on the role, please contact Michael O’Brien.
021-4809118
