Operations Manager

5 days ago

Limerick, Limerick, Ireland beBeeCustomerService Full time €40,000 - €50,000
Job Opportunity

The mission of the team is to provide top-notch support to customers.

This will be achieved through continuous learning, focused problem-solving, and providing consistently high-quality customer experiences.

A Team Leader will play a critical role in service delivery, with responsibility for building and developing a team of Customer Operations Specialists (COS) to achieve the above outcome.

The Team Leader will contribute to the team, working within and promoting core values: Bravery, Wisdom, Pride, and Excellence.

Key Responsibilities:
  • To coach and manage a team of COSs in line with requirements.
  • To ensure adherence to agreed processes and policies within the allocated team, ensuring high-quality servicing.
  • To motivate the team to provide best-in-class service, creating a positive working environment based on open communication.
  • To contribute to positive Client Relationship development through operational intent and strong results-orientation.
  • To operate with integrity and transparency in all aspects of the work.
  • To oversee team and individual performance through continuous engagement with Quality Analysts (QAs), and be accountable for team performance development.
  • To carry out coaching based on issues/trends notified, providing constructive feedback and learning opportunities to ensure agreed Service Levels are being met.
  • To ensure COSs receive necessary training, both initially and on an ongoing basis.
  • To handle escalated queries, issues, or complaints from the team, in line with agreed processes.
  • To seek out opportunities for continuous improvement.
  • To carry out administrative or managerial functions accurately, diligently, and on time.
  • To maintain team staffing levels in accordance with servicing requirements (daily scheduling, leave scheduling, recruitment needs).
  • To participate in internal & client reporting as required.
  • To carry out People Management, including Performance Improvement Planning, attrition management, time and attendance, recruitment, retention, and employee experience initiatives, reporting.
  • To carry out ad hoc duties that may arise during the role's development or operation, including ticket processing during downtime.

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