Contact Center Manager

Morgan McKinley; Galway; Vor Ort; EUR 70.000 - 90.000; Vollzeit

Zusammenfassung

Morgan McKinley is supporting a fast-growing financial institution in the West of Ireland recruiting an Operations Unit Lead based in Galway. The role centers on driving performance across the contact centre by leading teams, delivering excellent customer service and aligning operations with strategic goals.

You will oversee daily operations, optimise processes with automation, ensure regulatory compliance, manage risks, and collaborate with stakeholders on capacity planning and new product

Qualifikationen

• Proven experience leading contact centre operations and driving results.
• Knowledge of contact centre platforms such as Genesys.
• Understanding of financial services regulations and compliance requirements.
• Ability to identify issues, implement controls and manage risk.
• Strong analytical, organisational and problem-solving skills.

Aufgaben

• Lead and develop contact centre teams through recruitment, training and performance management.
• Deliver high-quality customer service while meeting operational targets and budgets.
• Monitor performance and optimise processes through automation and technology.
• Oversee daily contact centre operations and maximise workforce management effectiveness.
• Prepare teams for new product launches, service changes and business initiatives.
• Ensure regulatory compliance and manage operational risks and controls.
• Collaborate with stakeholders on capacity planning, recruitment and readiness.
• Translate business objectives into team and individual targets.
• Develop frontline leaders and promote continuous improvement and customer satisfaction.

Kenntnisse

Contact centre operations

Genesys platform

Regulatory compliance

Stakeholder management

Operational excellence

Performance measurement

Team leadership

Process improvement

Automation

Jobbeschreibung

Our client, one of the fastest growing financial institutions in Ireland, are seeking to add an Operations Unit Lead to their growing team based in the West of the country.

The successful candidate will be a driving force as the client looks to maintain and build it's presence within the Irish market.

Key Responsibilities

• Lead and develop Contact Centre teams through recruitment, training, coaching and performance management.
• Deliver high-quality customer service while meeting operational targets, budgets and efficiency goals.
• Monitor performance, identify improvement opportunities and optimise processes through automation and technology.
• Oversee daily Contact Centre operations and maximise the effectiveness of workforce management platforms.
• Prepare teams for new product launches, service changes and business initiatives.
• Ensure regulatory compliance, manage operational risks and maintain appropriate controls.
• Collaborate with stakeholders on capacity planning, recruitment, training and operational readiness.
• Translate business objectives into team and individual targets.
• Develop frontline leaders and promote continuous improvement and customer satisfaction.

Skills & Experience

• Proven experience managing Contact Centre operations and motivating frontline teams.
• Strong knowledge of Contact Centre processes and platforms such as Genesys.
• Understanding of payment services, financial services regulations and compliance requirements.
• Risk-aware, with the ability to identify issues and implement appropriate controls.
• Excellent analytical, organisational and problem-solving skills.
• Target-driven, with the ability to translate business objectives into measurable performance goals.
• Strong stakeholder management skills and the ability to work effectively within a wider management team.
• Understanding of broader business objectives and priorities.
• Strong work ethic and commitment to operational excellence.