Senior Customer Operations Leader

ResultsCX Named ‘Major Contender’ in Everest Group; Cork; On-site; EUR 60,000 - 90,000; Full time

Benefits offered by this job

Healthcare Benefits

Employee events

Growth opportunities

Job summary

ResultsCX is seeking a Manager, Operations in Cork, Ireland to lead a team of supervisors and call center agents, acting as the single point of contact for client programs. The role focuses on delivering world-class customer service, coaching teams, and driving performance to exceed targets while managing relationships with internal and external stakeholders.

You will review program performance, approve staffing activities, and provide performance appraisals.

Qualifications

• Experience leading customer service teams
• Strong written and verbal communication skills
• Ability to coach and develop staff to improve performance

Responsibilities

• Review and analyze program performance to determine program needs
• Approve personnel activities concerning hiring, training, development, and performance management
• Provide written performance appraisals
• Escalate as needed to Supervisors and front-line RAs
• Meet forecasted or budgeted financial targets including occupancy and bill-to-pay percentage
• Identify and oversee program/problem resolution
• Maximize potential of subordinates through coaching and development
• Track client issues and maintain client correspondence and issue resolution
• Support continuous improvement to improve service quality and reduce costs

Skills

People management

Customer service

Communication

Relationship building

Job description

ResultsCX is seeking a Manager, Operations in Cork, Ireland to lead a team of supervisors and call center agents, acting as the single point of contact for client programs. The role focuses on delivering world-class customer service, coaching teams, and driving performance to exceed targets while managing relationships with internal and external stakeholders.

You will review program performance, approve staffing activities, and provide performance appraisals.