Customer Service – Process

3 weeks ago


Dublin Pike, Ireland Ryanair - Europe's Favourite Airline Full time

Customer Service – Process / Operations Transformation Manager
Ryanair is recruiting an Operations / Process Transformation Manager to join the Customer Service Team of Europe’s largest airline group. This is an excellent opportunity for an ambitious, driven professional to lead and support performance management of contact centre operations, ensuring we achieve more with less by transforming call centre operations through technology.

Responsibilities

Monthly review of training materials and outcomes to improve efficiency and happy paths, eliminating bottlenecks.

Collaborate with peers to reduce contacts and promote self‑service.

Devise and deploy standard scripts for agents.

Ensure reporting is fit for purpose.

Create future opportunities to improve efficiency.

Understand and shape AI use across customer service.

Long‑Term Objectives

Work closely with the Head of Business Transformation to identify and size CS initiatives.

Continuously review the effectiveness of AWS IVR and Chatbot for call‑to‑chat deflection.

Assess agent, support team and admin effectiveness, focusing on automation.

Improve internal Knowledge Management system and related processes.

Establish a governance framework for quality and compliance, reducing risk and improving FCR and agent capability.

Support contact centre training team with effective programmes using technology and modern methods.

Develop reporting and insights for quick decisions on performance, compliance and fraud risk.

Maintain clear communication with management, staff and vendors to meet KPIs related to quality and compliance.

Contribute to AI strategy across calls, chats and contacts.

Requirements

BA/BSc or equivalent; master’s qualification welcome.

5+ years of proven experience in Customer Service, Compliance, Quality or Audit, preferably in operations management.

Strong analytical skills with budget management ability.

Excellent stakeholder management and communication (verbal & written).

Process‑focused, detail oriented, adept at reporting and adaptable to changing needs.

Proficiency in Microsoft Office (Word, Excel, Outlook) and quick learner of new applications.

Fluency in another European language highly regarded.

Benefits

Competitive salary.

Discounted and unlimited travel to over 250 destinations.

Defined Contribution Pension Scheme – Matched up to 5% or €5,000.

Death in Service Benefit – Up to 2× annual basic salary.

20 Days Annual Leave (increasing to 22 days after 12 months and 25 days after 3 years).

Option for up to 5 additional unpaid leave days per year.

Cycle 2 Work Scheme.

Unrivalled career progression.

Competencies: Job Knowledge, Vendor Management, People Management.

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