Head of Operations – Site Lead

  • Reference: LK463521
  • Job Type: Permanent
  • Location: Clare, Limerick, Tipperary
  • Category: Customer Service, Call Centres & Languages

Head of Operations – Site Lead

On behalf of our client Collins McNicholas Limerick are exclusively sourcing a Head of Operations – Site Lead for their Limerick based operation.

This is an excellent opportunity to progress your career with a market leading organisation. As Head of Operations – Site Lead you will assume full day to day responsibility for all contact centre operations and management of the associated teams on this site.

You will be responsible for making a strong contribution to the formulation and execution of the strategy in relation to providing a best in class customer experience, with a strong focus on customer and employee engagement, operational efficiency and financial performance.

 Key Accountabilities

  • To lead the front-line contact team to deliver a great customer experience, providing the best sales and support channels for our customers, with a strong focus on digital transformation.
  • Managing change in a dynamic environment with a high level of employee engagement.
  • Delivering a positive contribution to the P&L through maximising sales opportunities and effective cost management.
  • As part of the Leadership team, collaborating with your peers for the continued success of the business.

 Specific Tasks & Duties:

  • Leadership of our front-line contact team.
  • Making the business Culture prosper across the Limerick site.
  • Management of Contact Centre Operations.
  • Operational management of businesses Contact Centres both in house and with our BPO partners.
  • Ensure all relevant business policies, procedures and processes are adhered to by the team and partner organisations.
  • Work closely with other key stakeholders in a collaborative, matrix-type operations

 Requirements

  • Minimum of 5 years’ experience managing a contact centre operation at a senior level.
  • Third level qualification at minimum degree level, preferably in Business, Customer Management or related discipline.
  • Track record of defining KPIs with a very Strong focus on delivering the right results, achieving set targets daily, weekly & monthly
  • Teamwork orientated individual able to add to positive team dynamic and share best practice.
  • Numeracy skills and confidence in managing variances to set objectives 
  • Strong communication and interpersonal skills.
  • Highly organised, driven and a self-starter.
  • A Full clean driving license is essential.

 If you wish to discuss this role in confidence you can call me on 061 512270

 


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David Fitzgibbon

Contact Consultant

  • David Fitzgibbon
  • Regional Manager - Limerick
  • 061 512270
  • Connect with David

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