Contact Centre Workflow Coordinator

3 weeks ago

Dublin, Dublin City, Ireland Click&GoHolidays Full time
Overview

Contact Centre Workflow Coordinator (Temporary Contract)

The primary purpose of this role is to manage the operational workflow and real-time resource allocation across the Contact Centre. This includes overseeing inbound work distribution, monitoring service levels, and ensuring optimal utilisation of team capacity. The Workflow Coordinator will ensure that daily operations run smoothly, efficiently, and in alignment with Click&Go Holidays 's customer service and business goals.

Primary responsibilities
  • Monitor and manage shared inboxes, phone queues, and task allocation in real time to ensure prompt response and resolution of customer queries.
  • Distribute work fairly and efficiently across the Sales and Holiday Support Teams, balancing priorities and workload.
  • Maintain oversight of team availability, rota updates, sickness, and other absences to optimise coverage.
  • Act as the central coordination point for operational escalations, ensuring they are directed to the right person or department.
  • Liaise with managers to adjust workflow allocation based on business priorities, peaks, or unexpected demands.
  • Generate and maintain operational reports to support resource planning and performance tracking.
  • Identify opportunities to streamline daily processes and improve workflow efficiency.
  • Facilitate effective cross-team communication to ensure smooth handover of tasks and avoid duplication.
Skills required
  • Strong administrative, organisational and time management skills with excellent attention to detail and the ability to manage multiple priorities simultaneously.
  • Ability to prioritise, multitask and communicate clearly across all levels.
  • Strong team player with problem-solving skills and ability to make quick, informed decisions in a fast-paced environment.
  • Ability to analyse workload data and make recommendations for operational improvements.
Personal attributes
  • Proactive and solutions-focused, with a strong sense of ownership and accountability.
  • Calm and composed under pressure, with the ability to adapt quickly to changing circumstances.
  • Collaborative team player with excellent interpersonal and communication skills.
  • Customer-focused mindset, committed to delivering high-quality service.
  • Resilient and capable of handling urgent situations while maintaining professionalism.
Experience
  • Previous experience in a call centre or customer service environment.
  • Proven track record of managing workloads and resources in a busy environment.
  • Understanding of customer service processes and service level management.
  • Demonstrated ability to work effectively across multiple teams and functions.
Working location/hours

Full Time, Monday-Friday 09.00hrs – 17.30hrs.

6-month fixed term, with potential for extension.

Position is office based in Dublin 1

The perks
  • Friendly, supportive working environment.
  • Being part of rapidly expanding company with strong market growth.
  • Dublin city centre office location.
  • Competitive salary.
  • Discounted Holidays.
  • Monthly Lunch Social.
Apply now

To apply, send your CV and brief cover email to , outlining how your skills align with the role.


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