Hybrid Team Operations Manager: Lead Service Delivery

Fexco; Munster; Híbrido; EUR 65.000 - 90.000; Jornada completa

Descripción de la vacante

Fexco Managed & Advisory Services is recruiting for two Team Operations Managers to lead and develop a team of Team Leads within the RTB contract team. The role is full-time, permanent and hybrid, with in-office attendance required in Killorglin, Co. Kerry.

The role focuses on operational performance, service delivery, employee engagement and continuous improvement across multiple teams. You will translate business objectives into operational plans and drive a high-performance culture focused on

Formación

• Proven experience leading a team in a busy contact centre or administrative environment.
• Strong leadership, coaching and performance management experience.
• Experience leading large teams through multiple layers of management.
• Strong analytical skills with the ability to interpret data and drive action.

Responsabilidades

• Lead, coach and develop Team Leads to deliver strong operational and people performance.
• Drive achievement of key operational KPIs including Service Level, Customer Satisfaction, Quality, Productivity and Attendance.
• Monitor performance trends and implement improvement plans where required.
• Ensure effective resource management to meet customer demand and business objectives.
• Foster a high-performance culture focused on accountability, engagement and continuous improvement.
• Manage employee performance, talent development and succession planning across teams.
• Lead the resolution of operational issues, escalations and service risks.
• Collaborate with Workforce Planning, Quality, Training, HR and other stakeholders to deliver business objectives.
• Champion customer experience and operational excellence across all teams.
• Ensure compliance with regulatory, risk and governance requirements.

Conocimientos

Team leadership

Performance management

Stakeholder management

Data analysis

Herramientas

Contact centre tools

Descripción del empleo

Fexco Managed & Advisory Services is recruiting for two Team Operations Managers to lead and develop a team of Team Leads within the RTB contract team. The role is full-time, permanent and hybrid, with in-office attendance required in Killorglin, Co. Kerry.

The role focuses on operational performance, service delivery, employee engagement and continuous improvement across multiple teams. You will translate business objectives into operational plans and drive a high-performance culture focused on