Contact Centre Manager – Governance & Performance

Cpl; Dublin; Hybrid; EUR 60,000 - 76,000; Full time

Job summary

Coimisiún na Meán seeks a Temporary Higher Executive Officer to manage its contact centre operations and governance. The role oversees outsourced provider performance, regulatory compliance, and continuous improvement across service delivery.

You will monitor SLAs, KPIs and customer service quality while guiding risk management and incident response. The successful candidate will lead supplier and contract management activities, support continuity planning, and work closely with senior leaders

Qualifications

• Substantial experience in contact centre or service delivery management within regulated environments.
• Experience governing outsourced providers and supplier contracts.
• Ability to monitor and report on SLAs, KPIs and service performance.

Responsibilities

• Lead the operational governance of the outsourced contact centre provider.
• Chair governance meetings and produce senior leadership reports.
• Monitor SLA and KPI performance and ensure contractual obligations are met.
• Manage service continuity, incident handling and risk mitigation.
• Develop and maintain SOPs and escalation processes.
• Support audits and regulatory compliance activities.

Skills

Contact centre management

Operational service delivery

Outsourced provider governance

Supplier and contract management

Service performance monitoring

Quality assurance

Incident and risk management

Regulated customer operations

Tools

Microsoft Office

Reporting tools

Job description

Coimisiún na Meán seeks a Temporary Higher Executive Officer to manage its contact centre operations and governance. The role oversees outsourced provider performance, regulatory compliance, and continuous improvement across service delivery.

You will monitor SLAs, KPIs and customer service quality while guiding risk management and incident response. The successful candidate will lead supplier and contract management activities, support continuity planning, and work closely with senior leaders