Contact Center Operations Lead

Morgan McKinley; Galway; On-site; EUR 70,000 - 90,000; Full time

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Contact centre operations

Genesys platform

Regulatory compliance

Stakeholder management

Operational excellence

Performance measurement

Team leadership

Process improvement

Automation

Job description

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