Contact Centre Manager

Found in: beBee S IE - 4 weeks ago

Dublin, Ireland SPEEDECK Full time

KSN Energy is a leading Irish Energy Services company which focuses on providing bespoke retrofit and sustainability services for the property sector.

We have a great new opening for an experienced Contact Centre Manager to join our busy, Dublin based team. This role offers a unique opportunity to work within the renewable energy market and help Ireland achieve its climate action goals.

The successful candidate will be commercially aware and highly motivated to improve our customer experience. Excellent planning and organisation skills will support and deliver the operational goals and KPI's mapped out by our client.

Skills and Experience

  • A minimum of 3 years of senior level customer support and service management experience in a busy contact centre environment;
  • Previous experience in directly managing a team of customer service agents;
  • Strong leadership, interpersonal, and problem-solving skills, you will work closely with customers and internal stakeholders;
  • Complete comfort working in a KPI driven environment;
  • A customer-first mindset, can prioritise and escalate customer and client issues;
  • Proven ability to champion change through commitment and appropriate initiatives.
  • Delivery of Service Level Agreements - Overall responsibility for ensuring the delivery of contracted Service Levels and KPIs; - Building strong internal and external relationships; - Ensuring service and resource requirements are met.
  • Data analysis and decision-making skills critical;
  • Excellent communication skills to support client, team and customer engagement;
  • Experience leading, coaching and empowering a team of busy agents;
  • Working with sophisticated IT and telephony supported applications, programming call flows and maintaining agent skill sets;
  • Experience working in a multimedia Contact Centre environment, incorporating telephony, email, CRM software systems and Microsoft products, SMS, online chat and WhatsApp;
  • Knowledge of talent acquisition and recruitment processes.

Key Responsibilities

  • Ensure all services are delivered in line with the SLA mapped out by our client;
  • Monitor trends in the customer service industry to ensure best practice is adhered to;
  • Implement changes in line with best practice to enhance current service offering.
  • Build strong relationships with all stakeholders, good influencing skills;
  • Responsible for the line management and coordination of training for Contact Centre Agents;
  • Support the contact centre team in delivering a positive and effective service across the customer experience;
  • Provide leadership, can move from a strategic to an operational perspective with ease;
  • Analyse metrics and harness insightful patterns to elevate service delivery standards;
  • Strategically orchestrate outbound call campaigns, ensuring service delivery without adversely affecting Service Level Agreements on inbound activities;
  • Collaborate with the Senior Management Team on off-call tasks, fostering synergy across teams to enhance operational efficiency;
  • Deliver daily briefing to agents, align team focus and ensure every member is empowered with the latest insights, strategies and developments.

Qualifications

  • Bachelor's or Master's Degree in Business Administration/Management, Marketing, or a service-related field.
  • QQI Level 6 Qualification in Contact Centre Management or equivalent.

This role is full-time, office based in Dublin 4.

Kerrigan Sheanon Newman (KSN) are an Irish owned construction consultancy practice providing a full spectrum of services from cost management to sustainability advice across all industry sectors. We focus on adding value quickly, applying innovation consistently and building trust implicitly.

Led by our founding partners, our growth and eminent position is the result of continuous development and teamwork throughout our organisation. Further enhancing our knowledge, resources and services the directors of KSN founded KSN Project Management in 1998 - providing expert, tailored advice from project inception to completion while delivering some of the best-known construction projects in Ireland.

In 2009, in direct response to industry and client demands, KSN established a bespoke Energy Department, KSN Energy . KSN Energy use the world's most advanced sustainability models and technologies providing expert client advice while specialising in the reduction of energy requirements.

Our dedication to quality service and diversification ensures we continue to be recognised as one of Ireland's leading construction consultancy practices. We boast unparalleled teams of quantity surveyors, project managers, construction consultants and energy advisors. What makes us different is the strength of our client relationships and our organisation's collective passion for learning - as an addition to your team we can guarantee you are working with the very best in the business.

Clonskeagh Square
Clonskeagh Road
Farranboley

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