Contact Centre Operational Team Lead

3 days ago

Dublin, Dublin City, Ireland beBeeCustomer Full time €35,000 - €55,000
Operational Workflow Coordinator Role

This position is focused on managing the operational workflow and real-time resource allocation across a contact centre.

The primary purpose of this role is to oversee inbound work distribution, monitor service levels, and ensure optimal utilisation of team capacity.

The successful candidate will be responsible for ensuring daily operations run smoothly, efficiently, and in alignment with business goals.

Key Responsibilities:
  • Monitor and manage shared inboxes, phone queues, and task allocation in real time to ensure prompt response and resolution of customer queries.
  • Distribute work fairly and efficiently across teams, balancing priorities and workload.
  • Maintain oversight of team availability, rota updates, sickness, and other absences to optimise coverage.
  • Act as the central coordination point for operational escalations, ensuring they are directed to the right person or department.
  • Liaise with managers to adjust workflow allocation based on business priorities, peaks, or unexpected demands.
  • Generate and maintain operational reports to support resource planning and performance tracking.
  • Identify opportunities to streamline daily processes and improve workflow efficiency.
  • Facilitate effective cross-team communication to ensure smooth handover of tasks and avoid duplication.
Required Skills:
  • Strong administrative, organisational and time management skills with excellent attention to detail and ability to manage multiple priorities simultaneously.
  • Ability to prioritise, multitask and communicate clearly across all levels.
  • Strong team player with problem-solving skills and ability to make quick, informed decisions in a fast-paced environment.
  • Ability to analyse workload data and make recommendations for operational improvements.
Benefits:
  • Friendly and supportive working environment.
  • Opportunity to be part of a rapidly expanding company.
  • Competitive salary.
  • Discounted Holidays.
  • Monthly Lunch Social.

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