Contact Centre Manager

1 week ago

Dublin, Dublin City, Ireland beBeeWorkforce Full time €75,000 - €80,000
Job Title

We are seeking a strategic workforce manager to oversee global customer contact operations across multiple international locations.

Key Responsibilities:
  • Develop and implement effective strategies to manage customer contact volumes across various channels, including voice, messaging, social media, email, and back-office.
  • Optimize staffing schedules to meet demand while ensuring efficiency and quality.
  • Monitor and adapt to seasonal demand patterns, adjusting plans as needed during disruptions.
  • Collaborate with global teams and leverage technologies such as telephony systems, AWS, and customer engagement platforms.
  • Lead communication and response protocols for emergencies and disruptions.
  • Regularly monitor real-time staffing, adherence, and case management to ensure seamless operations.
  • Provide actionable insights and recommendations to improve service and mitigate risks.
  • Develop contingency plans and adjust staffing in real-time as needed.
Qualifications & Skills:
  • Bachelor's degree in Business, Economics, Commerce, or equivalent experience.
  • Proven experience managing teams in a contact centre environment.
  • Strong analytical, decision-making, and problem-solving skills.
  • Familiarity with contact centre technology, including AWS and Verint.
  • Proficient in Microsoft Office and reporting tools.
  • Excellent communication and interpersonal skills.
  • Ability to work independently and collaboratively as part of a team.
  • Positive attitude with strong organizational skills.
Benefits:

The ideal candidate will have a passion for delivering exceptional customer experiences and driving business growth.

Others:

This role requires a unique blend of technical expertise, business acumen, and leadership skills.

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