Workforce Manager

3 weeks ago


Dublin, Ireland Lex Consultancy Full time

RoleProfile:CCCWorkforceManager(International)
Department:
CustomerContactCentre
Reportsto:
HeadofContactCentre
Location:
Dublin-basedwithoccasionalinternationaltravel
Overview
RolePurpose: This role is responsible for the global workforce planning and real-time contact management across six international customer contact locations, covering voice, messaging, social, email, and back-office functions.
TheCCCWorkforceManagerwillensureservicelevelsaremetacrosspre-trip,trip,andpost-tripinteractions,managedisruptionresponse,andoverseestaffingallocationminute-by-minute.Operatinginafast-paced,dynamicenvironment,theroleinvolvescollaborationwithinternalandexternalpartners,andmayrequireout-of-hoursworkandinternationaltravel.
Key Responsibilities
Forecastandschedulestaffingneedsacrossallcontactchannelsandregions.
Monitorandadjustreal-timeresourceallocationtomeetservicelevels.
Managedemandfluctuations,includingduringdisruptionoremergencyevents.
CollaboratewithCommandCentreandtechplatforms(AWS,Verint,Conversocial,etc.)toalignresources.
Supportcontactcentrepartnerswithschedulingandperformancemanagement.
Qualifications & Experience
Third-leveldegreeinBusiness,Economics,Commerce,orequivalentexperience.
Provenexperienceinworkforcemanagementwithinalargecontactcentre.
Hands-onknowledgeofcontactcentretools(AWS,Verint,telephonyplatforms).
Excellentanalytical,communication,andproblem-solvingskills.
Flexible,proactive,andcapableofworkingindependentlyandinteams.
Additional Info
WorkingHours:Full-time;flexibilityrequiredfordisruptionsupport.
Travel:Occasionalinternationaltraveltocontactcentrelocations.
ToapplypleasesendyourCVtoRichardMinchinontheLexConsultancyteam
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