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Operational Contact Team Leader
3 weeks ago
A dynamic role supporting a global customer contact operation.
- Manage and forecast customer contact volumes across multiple channels (voice, messaging, social media, email, back-office) over a 7-day period.
- Schedule and optimize 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.
- 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 organizational skills.
This is a hybrid role requiring 3 days per week on site in Dublin.
