Operations Manager, CX Excellence & People Development

ResultsCX; Ireland; On-site; EUR 60,000 - 90,000; Full time

Benefits offered by this job

Healthcare Benefits

Employee performance incentives

Job summary

ResultsCX is seeking a Manager, Operations in Cork, Ireland to lead Customer Service teams and ensure high-quality service delivery for client programs. You will coach Supervisors and front-line agents, manage performance, and align with company targets.

This role focuses on process improvement, staff development, and maintaining strong client relationships. You will operate as a key liaison for internal and external stakeholders, reviewing program results and driving initiatives to exceed

Responsibilities

• Review and analyze program performance to determine program needs.
• Approve personnel activities concerning hiring, training, development, and performance management.
• Provide written performance appraisals.
• Escalation point for Supervisors and front-line RAs when needed.
• Meet forecasted or budgeted targets including occupancy and bill-to-pay percentages.
• Identify and oversee program/problem resolution.
• Coach and develop subordinates to maximize performance.
• Track client issues and maintain client correspondence and resolution.
• Facilitate processes that promote continuous improvement and reduce operating expenses.

Job description

ResultsCX is seeking a Manager, Operations in Cork, Ireland to lead Customer Service teams and ensure high-quality service delivery for client programs. You will coach Supervisors and front-line agents, manage performance, and align with company targets.

This role focuses on process improvement, staff development, and maintaining strong client relationships. You will operate as a key liaison for internal and external stakeholders, reviewing program results and driving initiatives to exceed