Find Senior customer service manager jobs Jobs in Dublin County Dublin

Operations Senior Manager
Teleperformance —Dublin 07, County Dublin
- Full-time
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
Senior Supervisor / Assistant Manager
Hidden by One Society —DUBLIN 7, County Dublin
- €16.50–€17.50 an hour
- Weekend availability
- Hospitality
- Management
- English
- Employee discount
- Sick pay
Quick apply
Lean Six Sigma Digital Transformation Leader
Teleperformance —Dublin 07, County Dublin
- Full-time
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
Senior Takeaway Supervisor / Duty Manager
Sugo Pizza & Pasta —DUBLIN 6W, County Dublin
- From €17 an hour
- 8 hour shift
- Customer service
- English
- Supervising experience
Quick apply
Senior Manager, Accounts Receivable, Credit & Collections
Anthropic —Dublin, County Dublin
- €170,000–€220,000 a year
- Microsoft Excel
- Oracle
- Sales
Senior Finance Manager
Logic Security Services Ltd —DUBLIN 12, County Dublin
- €50,000–€60,000 a year
- Full-time
- Hybrid work
- Management
- English
- Microsoft Office
Quick apply
14d
Store Manager
Party HQ —DUBLIN 22, County Dublin
- €38,000–€45,000 a year
- Weekend availability
- Management
- Organisational skills
- Retail management
- Store discount
- Employee discount
Quick apply
Project & Change Delivery Manager
Teleperformance —Dublin 07, County Dublin
- Full-time
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
Contact Centre Manager
Field Management Ireland —Dublin, County Dublin
- €50,000–€55,000 a year
- Full-time
- Customer service
- Leadership
- Communication skills
Quick apply
Sr Service Management Manager
Glanbia Foods —Citywest, County Dublin
- Hybrid work
- Engineering
- Finance
- Master's degree
Change Manager
Microsoft —Dublin, County Dublin
- €80,000–€136,400 a year
- Full-time
- Management
- Master's degree
- Bachelor's degree
11d
Senior Contract Manager
Turner & Townsend —Dublin, County Dublin
- Full-time
- Microsoft Powerpoint
- Microsoft Excel
- Engineering
- Annual leave
Quick apply
Senior Receptionist
Carlton Hotel Blanchardstown —Dublin, County Dublin
- From €14.15 an hour
- Weekend availability
- Hospitality
- Customer service
- English
Quick apply
Senior Operations Manager
Jabil Circuit —Dublin, County Dublin
- Full-time
- English
- Organisational skills
- Agile
Reservations Agent
Dalata —DUBLIN 18, County Dublin
- Full-time
- Customer service
- Hotel
- No degree
- Employee assistance program
Quick apply
Team Manager- Dublin
Field Management Ireland —Dublin, County Dublin
- Microsoft Excel
- Customer service
- Continuous improvement
Quick apply
Senior Manager, Controllership, GFS
West Pharmaceutical Services —Dublin, County Dublin
- €107,200–€136,500 a year
- Bachelor's degree
- No degree
- Accounting
Employee Relations Advisor
BidvestNoonan —Swords, County Dublin
- €50,000–€55,000 a year
- Full-time
- No degree
- Human resources
Quick apply
Line Manager - North Dublin
Tesco Ireland —North Dublin, County Dublin
- From €37,500 a year
- Full-time
- Remote
- Leadership
Senior Commissioning Manager
Salute Inc. —Dublin, County Dublin
- Full-time
- English
- Leadership
- Communication skills
Quick apply

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Operations Senior Manager

Teleperformance -
Dublin 07, County Dublin

Apply Now

Job details

Full-time

Qualifications

Microsoft Powerpoint
Microsoft Word
Microsoft Excel
Sales
Customer service
Lean
Microsoft Office
Profit and loss
Six Sigma
Analysis skills
Bachelor's degree
Continuous improvement
Computer skills
Business
Leadership
Communication skills

Full job description

Overview:

Job Title: Operations Senior Manager

Department: Operations

Management Responsibility for: Assistant Operations Centre Manager (AOCM)

Travel Required: Yes / Infrequent

Reports to: Director of Operations

Location: TP Office in East Point Business Park - Dublin, 5 days a week Onsite role

Contract Type: Full Time - Permanent

Grade: TBC

Job Summary / Overview

Operations Centre Manager (OCM) is the leader of their staff, premises, operation and their relationship with the Clients as appropriate for their program and site, ensuring that financial and quality targets are achieved according to budget, across both back office and Contact Centre operations. The OCM is responsible for operational delivery (Performance and P&L), the role preferably based on site and/or working at home (WAH).

Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)

Manages and is responsible for day-to-day activities of one or more unit of operations across Contact Centre and back office.
Is fully accountable for performance of their business unit across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate
Is calibrated and working in conjunction with the wider Contact Centre Manager team ensuring consistency in delivery, direction and decision making
Strategically plans with Managing Director / Director of Operations and executes to enhance profitability, productivity, and efficiency throughout the company’s operations
Owns the delivery of all financial targets, by controlling spend and creating plans to rectify if not on target to deliver against financial forecasts
Supporting Management of financial planning and control
Supporting a broad Social Value proposition driving ethical behaviors and added value to the communities we work in
Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site
Creates opportunities for employees to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues.
Oversees the daily operation of the call centre and its various components, ensuring compliance and KPI goals.
Prepares and reviews financial and operational analysis and reports ensuring this includes meaningful and relevant information and commentary
Audits current procedures to monitor and improve efficiency of operations
Implement processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritize their actions for the day
Leads, manages, develops and motivates a team of AOCM’s in line with organizational management processes with the focus on developing a highly motivated operation
Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each AOCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development
Ensures AOCMs and Team Leaders are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied
Participate in monthly and quarterly improvement meetings
Continuously investigate and introduce process improvement measures and either signing off actions or escalating if appropriate
Can confidently be an ambassador for Teleperformance with new and existing clients, hosting visits to showcase Teleperformance’s capabilities ensuring ongoing client confidence of performance and development of strategic direction for the business
Builds relationships and always works closely with own team and key stakeholders to achieve optimum performance and engagement levels, developing and implementing strategic initiatives across the site with their support
Works together with their teams and other stakeholders as necessary to identify issues and generate action plans to ensure delivery of performance focus areas
Works in close partnership with the client to understand their business and their strategic objectives, inspiring a culture of client-centricity to meet and exceed performance expectations
Leads a business culture where data protection, security and prevention of fraud is a top priority for all job roles within account areas, driving full operational compliance with all security, HR and other policies and procedures
Responsible for the health, safety and welfare of yourself, your team and surrounding colleagues. Work with your Managing Director to deliver all health & safety needs, promote a strong health and safety culture, demonstrate leadership and commitment with respect to the safety management system. Identify opportunities for continual improvement
Leads by example and consistently demonstrates the Teleperformance values of Professionalism, Integrity, Commitment, Innovation and Respect in every interaction
Fosters a working culture which is built on embracing diversity, respect and positivity, and has a zero-tolerance attitude towards bullying & harassment, and any other unethical behaviours or practices
Other duties as assigned.

Main Job Requirements

Education and Specific Training

Bachelor’s degree or equivalent experience in a call centre or business related field (e.g., management, sales)

Work Experience

8+ years of Sr management/Leadership experience in contact center operations or similar high-paced industry

Special Certifications

Experience of working with MSP and born in cloud clients preferred
Experience in BPO and Contact Centre environments
Experience of leading large teams (500+) with strong focus on engagement and work culture

Required Skills

Technical & Functional Skills

Comprehensive computer skills
Proficient use of Microsoft Office tools including MS Word, PowerPoint, Excel, Outlook and others
Ability to use Excel’s advanced analytical tools such as run charts, histograms, pareto charts, scatter plots etc. preferred
Technical support, Customer Service, Trust & Safety domain experience preferred
Lean Six Sigma, PMP credentials preferred

Competencies and Specific Skills

Achievement oriented
Superior analytical ability
Superior communication skills
Commercially astute (P&L, Revenue Generation, Cost Optimization)
Flexibility
Sound reasoning & judgement
Excellent leadership and management skills
Planning and organizing
Lead by example / integrity
Critical thinking & problem solving
Employee & Client satisfaction orientated
Project Management
Self-motivated and can motivate others
Highly advanced team building skills
Strategic and commercial thinker
High levels of resilience and focus
Coaching & developing managers into leaders
Advanced facilitation & presentation skills
Advanced KPI, SLA, OLA, XLA knowledge and understanding
Staffing & Billing models
Continuous improvement using Lean Six Sigma methodology
Risk & compliance

This is a full-time permanent role. Applicants must hold a valid and sufficiently long permission to work in Ireland to enable them to perform the role on an ongoing basis. Where work permission is due to expire shortly, the Company may require evidence of a pending renewal application to progress an offer.

Please note:

Open to Sponsorship for the right Candiate

Apply Now

Refine Your Search

senior customer service manager jobs jobs in dublin county dublin

Operations Senior Manager

Senior Supervisor / Assistant Manager

Lean Six Sigma Digital Transformation Leader

Senior Takeaway Supervisor / Duty Manager

Senior Manager, Accounts Receivable, Credit & Collections

Senior Finance Manager

Store Manager

Project & Change Delivery Manager

Contact Centre Manager

Sr Service Management Manager

Change Manager

Senior Contract Manager

Senior Receptionist

Senior Operations Manager

Reservations Agent

Team Manager- Dublin

Senior Manager, Controllership, GFS

Employee Relations Advisor

Line Manager - North Dublin

Senior Commissioning Manager

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