Ccc Workforce Manager
3 weeks ago
This is a hybrid role requiring 3 days per week on site in Dublin.
The salary range is 75,000- 80,000, depending on experience.
Key Responsibilities: Manage and forecast customer contact volumes across multiple channels (voice, messaging, social media, email, back-office) over a 7-day period.
Schedule and optimise staffing to meet demand with a focus on efficiency and quality.
Understand seasonal demand patterns and adapt plans during disruptions.
Collaborate with global teams and use technologies such as telephony systems, AWS, and customer engagement platforms.
Lead communication and response protocols for emergencies and disruptions.
Monitor real-time staffing, adherence, and case management to ensure smooth operations.
Provide regular reports and make recommendations to improve service and mitigate risks.
Develop contingency plans and adjust staffing in real time as needed.
Qualifications & Skills: Degree in Business, Economics, Commerce or equivalent experience.
Experience managing teams in a contact centre environment.
Strong analytical, decision-making, and problem-solving skills.
Familiarity with contact centre technology (e.g., AWS, Verint).
Proficient in Microsoft Office and reporting tools.
Excellent communication and interpersonal skills.
Ability to work independently and as part of a team.
Positive attitude with strong organisational skills.
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