Temporary Senior Contact Centre Manager

OASIS Group; Leinster; On-site; EUR 42,000 - 56,000; Full time

Benefits offered by this job

Paid Time-Off for Vacation and Sick D

Paid Time-Off for Vacation and Sick D

Job summary

Coimisiún na Meán is seeking a Temporary Higher Executive Officer - Contact Centre Manager to lead the organisation's outsourced contact centre governance and service performance. The role oversees contract management, regulatory compliance, risk management, and customer service quality within a 12-month assignment.

The successful candidate will monitor SLAs and KPIs, manage escalations and incidents, and contribute to governance reporting for senior leadership.

Qualifications

• Substantial experience in outsourced provider governance.
• Experience managing supplier contracts and SLAs.
• Proven ability to monitor service performance and reporting.
• Experience in quality assurance and continuous improvement.
• Ability to handle incidents, escalations and risk management.

Responsibilities

• Lead the outsourced contact centre governance and performance oversight.
• Chair operational governance meetings and prepare senior leadership reports.
• Monitor SLA/KPI performance and ensure contractual obligations are met.
• Manage operational escalations, incidents and service continuity planning.
• Ensure regulatory compliance and governance controls are in place.

Skills

Outsourced governance

Supplier & contract management

Service performance monitoring

Quality assurance & improvement

Incident, escalation & risk management

Regulated customer operations

Education

Professional certification in operational management

Tools

Microsoft Office

CRM platforms

Job description

Coimisiún na Meán is seeking a Temporary Higher Executive Officer - Contact Centre Manager to lead the organisation's outsourced contact centre governance and service performance. The role oversees contract management, regulatory compliance, risk management, and customer service quality within a 12-month assignment.

The successful candidate will monitor SLAs and KPIs, manage escalations and incidents, and contribute to governance reporting for senior leadership.