Contact Hub Manager | Public Sector | Dublin, Hybrid | €75,822

1 month ago

Dublin, Ireland Cpl Healthcare Full time

Cpl are delighted to be partnering with a Public Sector organisation who are seeking a Customer Success Manager to support the launch of a new national initiative based out of their Dublin offices.

The successful candidate will help to develop the strategic and operational plans for the new initiative, while training and developing a team of 5 and assisting with making government resources more accessible to business owners.

Ideal candidates will have a background in Communications management, coming from a a previous position as a Call Centre / Communications Team Lead / Manager; or Customer Success / Experience position.

Please send CV to aoife.cullen@cpl.ie for consideration. Closing date April 25 th .

Key Deliverables

  • Develop Strategic and Operational Plans for the new initiative and supports, ensuring on-time and on-budget delivery.
  • Lead with high levels of professionalism and operational management experience the operation of this new initiative and the delivery of professional information services and support for all sectors of Irish businesses.
  • Lead and manage the initiatives operations
  • Manage all day-to-day operations including the contact centre performance, quality, customer service, processes and procedures and governance.
  • Lead, manage and motivate a small team of Advisers.
  • Develop and implement customer-focused and quality service frameworks, tools, standard operating procedures/processes and information supports that effectively manage and deliver best-in-class quality assurance, customer services and customer satisfaction
  • Manage the central Support / Knowledge base; ensuring correct tagging and taxonomy is maintained and updated as required.
  • Lead effective external stakeholder engagement and management.
  • Lead the continued development and management of the established operating model, including implementation of full Customer Relationship Management (CRM) and AI-Chat function roll out.
  • Work with internal and external stakeholders to proactively create and coordinate a range of business stakeholder communications, awareness and promotional campaignsfor the initiative.

Functional Competencies (Key Skills & Knowledge)

  • Demonstrated experience of working in a professional business/customer services environment operating and delivering customer engagement and information services.
  • Proven skills and experience in managing/supervising a high-performance team.
  • Experience in implementing and managing/supervising customer success
  • Robust skills and experience in stakeholder engagement and stakeholder management at all levels is essential.
  • Robust skills and experience in day-to-day Operations delivery and management including management of all day to day operational components including standard operating procedures, processes, technology, measurement and reporting mechanisms etc to support delivery of a customer-focused solution is essential.
  • An understanding of Government business support programs is desirable.
  • A third level qualification in a business or related discipline is desirable.
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