Operations Manager

10 hours ago

Limerick, Limerick, Ireland beBeeLeadership Full time €30,000 - €40,000
Job Description

We are seeking a skilled Team Leader to join our team. As a Team Leader, you will play a critical role in service delivery, building and developing a team of Customer Operations Specialists to achieve world-class support for customers of a global banking platform.

The Team Leader will contribute to the team's success by working within and promoting Company Values – Be Brave, Be Wise, Be Proud, and Exceed. This includes directly coaching and managing a team of COSs in line with company and client requirements, ensuring adherence to agreed processes and policies within the allocated team, and motivating the team to provide best-in-class service.

Key Responsibilities:

  • Directly coach and manage a team of COSs in line with company and client requirements.
  • Ensure adherence to agreed processes and policies within the allocated team for assurance of high-quality servicing.
  • Motivate the team to provide best-in-class service, maintaining a positive working environment based on open communication.
  • Contribute to positive Client Relationship development through operational intent and strong results-orientation.
  • Operate with honesty, integrity, and transparency in all aspects of work.
  • Oversee team and individual performance through engagement with Quality Analysts and be accountable for team performance development.
  • Cary out frequent targeted coaching, providing constructive feedback and learning opportunities to ensure Service Levels are met.
  • Ensure COSs receive appropriate training, both initially and on an ongoing basis.
  • Handle escalated queries, issues, or complaints in line with client processes.
  • Seek out opportunities for continuous improvement.
  • Cary out administrative or managerial functions accurately, diligently, and timely.
  • Maintain team staffing levels according to ongoing servicing requirements.
  • Participate in internal and client reporting as required.

Essential Competencies:

  • A deep-rooted passion for delivering success.
  • Formidable experience and working knowledge of evidence-based individual and team coaching.
  • Confidence and personal strength to lead and motivate others.
  • An ability to drill into detail while never losing sight of the bigger picture.
  • Quantifiable personal and/or team successes in the past.
  • Conscientiousness and ambition to participate in the development of a successful operation.
  • Ability to see the 'client view' and understand the impact of work on relationship development.
  • Willingness to be flexible in their work and adaptable to various activities on any given day.
  • Ability to efficiently work to specified project delivery deadlines.
  • Strong communication & interpersonal skills, attention to detail, team player, time management skills, and flexibility.

Requirements / Experience:

  • Third-level qualification in business or a related field.
  • At least 1 year of contact centre experience in managing a team.
  • Fluent in English with strong verbal and written communication skills.
  • Proficient in Microsoft Office, especially Excel and Outlook.
  • Strong performance drive and commitment to excellence.
  • Excellent analytical and decision-making abilities.
  • Adaptable to fast-paced, dynamic environments.
  • Proven ability to collaborate across teams and deliver results.

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