Multinational Contact Centre Manager

3 days ago


County Dublin, Ireland O'Farrell Recruitment Full time

About Us

O'Farrell Recruitment is a leading recruitment agency with extensive experience in finding the best candidates for our clients.

We are working with a multinational contact centre in Dublin who are seeking an experienced Team Manager to play a key role in their operation.

The successful candidate will be responsible for building, developing and leading a high-performing team to meet and exceed performance goals.

Job Overview

The Team Manager will oversee daily activities of the Swedish/Danish customer service team, demonstrating the ability to plan and execute in a fast-paced environment.

You will also be responsible for coaching, motivating and retaining staff, coordinating bonus schemes and contributing to the development of strategies and plans for the Team and/or Department.

Key Responsibilities Include:
  • Oversight of daily activities of the Swedish/Danish customer service team.
  • Ability to plan and execute in a fast-paced environment.
  • Analysis, implementation and continual improvement of best practice processes.
  • Coaching, motivating and retaining staff and coordinating bonus schemes.
  • Development of strategies and plans for the Team and/or Department.
  • Leadership to meet and exceed customer expectations and business targets.
  • Response to escalating issues in a quick, effective and courteous manner.
  • Extensive experience and judgment to plan and accomplish goals.
  • Integration of new systems and processes within teams.
  • Fluency in Danish, Swedish or Norwegian.
  • Previous management experience essential (2 years).
  • Excellent organisational and leadership skills with a problem-solving ability.
  • Able to work in a very fast-paced environment.
  • Autonomous and flexible.
  • Customer and solution-oriented.
  • Analysis of call centre KPIs and taking appropriate actions.
  • Ability to organise own workload.
  • Motivation and coaching of customer service agents to high performance.
Requirements

To be considered for this role, you must have:

  • A proven track record in team management and leadership.
  • Excellent communication and interpersonal skills.
  • Ability to work in a fast-paced environment and prioritise tasks effectively.
  • Familiarity with KPIs and process improvement.
  • Fluency in Danish, Swedish or Norwegian.
What We Offer

We offer a competitive salary and benefits package, including:

  • €45,000 per annum.
  • A 10% annual bonus.
  • A relocation package of €5,000 gross and flights plus up to two weeks of accommodation.


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