Lead Customer Service Manager

3 days ago

Dublin, Dublin City, Ireland beBeeCustomerService Full time €60,000 - €80,000

This job involves leading a contact centre team to provide exceptional customer service and drive business growth. The role requires strong leadership skills, with experience in managing large teams and implementing process improvements.

Responsibilities
  • Strategic Leadership: Develop and execute customer service strategies aligned with business objectives; drive digital transformation and continuous improvement initiatives; track key performance indicators (KPIs) and service level agreements (SLAs).
  • Contact Centre Management: Oversee end-to-end operations including workforce planning, scheduling, forecasting, budgeting, and technology adoption; ensure business continuity and operational efficiency.
  • Team Leadership: Recruit, train, and lead high-performing teams of supervisors, team leaders, and agents; foster a customer-centric culture; manage performance, development, and staffing models.
  • Operational Excellence: Implement best-practice processes, optimize systems (telephony, CRM, analytics), ensure compliance, and monitor real-time performance to deliver consistent results.
  • Customer Experience: Drive quality assurance, monitor customer satisfaction, handle escalations, analyze feedback, and collaborate cross-functionally to enhance customer experience.
  • Financial Management: Develop and manage budgets, control operational costs, and optimize contact centre spend.
Experience & Qualifications
  • Degree or relevant 3rd-level qualification.
  • 8+ years in customer service, including 5+ years in leadership and 3+ years in direct contact centre management.
  • Proven track record managing large teams (50+ staff) in high-volume environments.
  • Strong leadership, communication, problem-solving, and change management skills.
  • Candidate-centric mindset with emotional intelligence.
Preferred
  • Experience in automotive, testing, or engineering services.
  • Contact centre certifications, workforce management, Lean Six Sigma, or similar process improvement expertise.
  • Knowledge of compliance standards (e.g., PCI-DSS, GDPR).
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Customer Service
Industries
  • Consumer Services

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