Find Call centre Jobs in Dublin, D

Temporary Higher Executive Officer - Contact Centre Manager
Coimisiún na Meán —Dublin, County Dublin
- €60,029 a year
- Full-time
- Microsoft Office
- Leadership
- Communication skills
7d
Telesales Representative
Retail-FCL —Dublin, County Dublin
- From €27,592.50 a year
- Full-time
- Microsoft Excel
- Sales
- Microsoft Office
- Employee discount
Quick apply
6d
Telesales / Business Developer
Howdens Joinery Co. —Coolock, County Dublin
- Full-time
- Sales
- Annual leave
ICS Cool Energy Ltd - Inside Sales - Telesales - Dublin Office
Trane Technologies —Dublin, County Dublin
- Full-time
- Sales
- Microsoft Office
- HVAC
Sales Representative
Pure Telecom —DUBLIN 24, County Dublin
- Sales
- No degree
- Communication skills
Cash Collections Specialist / Revenue Analyst
Verve —Dublin, County Dublin
- Microsoft Excel
- Analysis skills
- Communication skills
Telesales Administrator
Ashbourne Visitor Centre Ltd. —Ashbourne, County Meath
- Full-time
- Food service experience
- Business
- Communication skills
Quick apply
AI Analysis & Performance Analyst
TikTok —Dublin, County Dublin
- Master's degree
- SQL
- AI
Assistant Team Leader – Health Insurance
Cornmarket —Dublin, County Dublin
- Full-time
- Hybrid work
- Time management
- Annual leave
- Life insurance
Quick apply
Credit & Collections Specialist
Cadence Design Systems —Dublin, County Dublin
- Full-time
- Microsoft Excel
- Salesforce
- System design
Outbound BDR - Central Europe (Polish speaking)
Klaviyo —Dublin, County Dublin
- €43,550 a year
- English
- No degree
- Communication skills
Quick apply
7d
Inbound Sales Development Representative (German Speaking)
Rippling —DUBLIN 2, County Dublin
- Full-time
- Hybrid work
- Sales
- English
- Business development
- Annual leave
- Work from home
9h
Outbound Business Development Representative - Central (German speaking)
Klaviyo —Dublin, County Dublin
- €43,550 a year
- English
- No degree
- Communication skills
Quick apply
Customer Support / Call Center Representative
Kerry Group —Bray, County Wicklow
- €630–€680 a week
- Part-time
- Hybrid work
- Sales
- Customer service
- English
Quick apply
1h

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Temporary Higher Executive Officer - Contact Centre Manager

Coimisiún na Meán
Dublin, County Dublin

Apply Now

Job details

Full-time | Temporary
€60,029 a year
7 days ago

Qualifications

Process improvement
Microsoft Office
Quality assurance
Leadership
Communication skills

Full job description

Role Purpose

Cpl are seeking a Temporary Higher Executive Officer - Contact Centre Manager for our client Coimisiún na Meán. The successful candidate will be employed by Cpl on a 12 month temporary assignment working in Coimisiún na Meán. This role is required to lead and oversee the organisation's operational service delivery function, including governance of the outsourced contact centre provider, management of service performance, regulatory compliance, operational risk management, and customer service quality. The role is responsible for monitoring SLAs and KPIs, managing escalations and incidents, supporting supplier and contract management activities, leading service continuity planning, and driving continuous improvement initiatives. The increasing complexity and volume of operational governance, stakeholder management, reporting requirements, and service performance oversight necessitate dedicated leadership and management capacity.

About the Team

The Communications and User Support team at Coimisiún na Meán plays a vital role in shaping and maintaining the organisation's reputation and relationships with key stakeholders, internally and externally. We are responsible for developing and implementing communications approaches that promote awareness and understanding of Coimisiún na Meán's remit and activities. This includes engaging with the media, and elected representatives, managing our online presence, and overseeing events, as well as internal communications. Through our work, we aim to foster a positive and informed public discourse on media development and regulation in Ireland and beyond, and provide clarity on our organisations role, responsibilities and activities.

Key Responsibilities

Contact Centre Governance

Lead the operational relationship with the outsourced contact centre provider.
Chair operational governance meetings.
Monitor SLA and KPI performance.
Ensure contractual obligations are achieved.
Drive continuous improvement initiatives.
Prepare governance reports for senior leadership.

Operational Oversight

Manage operational escalations and incidents.
Monitor service demand, capacity and performance trends.
Lead service continuity and resilience planning.
Manage operational risks and mitigation activities.
Ensure timely resolution of customer service issues.

Regulatory Accuracy

Ensure customer interactions remain within regulatory requirements.
Review and approve operational scripts and guidance materials.
Support audit and compliance activities.
Escalate complex regulatory matters where required.

Process Ownership

Develop and maintain Standard Operating Procedures (SOPs).
Establish escalation processes and governance controls.
Develop contact handling frameworks.
Define and monitor service standards.

The above is intended as a guide to the general range of duties and is intended to be neither definitive nor restrictive and is subject to review.

About You

Essential Skills, Experience and Expertise

Applicants should demonstrate substantial experience in one or more of the following:

Contact centre management.
Operational service delivery management.
Outsourced provider governance.
Supplier and contract management.
Service performance monitoring and reporting.
Quality assurance and continuous improvement.
Incident, escalation and risk management.
Customer operations within a regulated environment.

Essential Skills and Qualifications

Proven leadership and people management experience.
Strong operational management capability.
Experience managing SLAs, KPIs and service performance frameworks.
Excellent analytical, reporting and decision-making skills.
Experience preparing governance reports and executive briefings.
Strong stakeholder engagement and communication skills.
Excellent organisational and planning abilities.
Strong Microsoft Office and reporting tool proficiency.

Desirable skills

Experience within a regulator, public body or regulated industry.
Contact Centre Management Experience
CRM platform governance and operational oversight.
Service design and process improvement experience.
Business continuity and resilience planning experience.
Quality assurance framework development.
Project or programme management experience.

Desirable Qualifications

Project or programme management qualification.
Professional certification in operational management, service management, governance, or related disciplines.

Additional Beneficial Attributes

Strong supplier relationship management capability.
Experience leading teams through change and transformation.
Excellent stakeholder influencing skills.
Commitment to delivering high-quality customer and stakeholder experiences.
Strong risk management and problem-solving skills.

Apply Now

Refine Your Search

call centre jobs in dublin, d

Temporary Higher Executive Officer - Contact Centre Manager

Telesales Representative

Telesales / Business Developer

ICS Cool Energy Ltd - Inside Sales - Telesales - Dublin Office

Sales Representative

Cash Collections Specialist / Revenue Analyst

Telesales Administrator

AI Analysis & Performance Analyst

Assistant Team Leader – Health Insurance

Credit & Collections Specialist

Outbound BDR - Central Europe (Polish speaking)

Inbound Sales Development Representative (German Speaking)

Outbound Business Development Representative - Central (German speaking)

Customer Support / Call Center Representative

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