Call Centre Operations Manager

at  RelateCare Ireland

JOB DESCRIPTION

The ideal candidate for this role will have at least 1 year of Operations Manager experience in a Call Centre setting, or 2 years as a Team Leader. A good understanding of call centre metrics and client liaison is a requirement.

REQUIREMENTS:

• Previous experience working in a fast paced environment.
• Must be able to work onsite in Tralee
• Strong written and verbal communication skills
• Strong time-management skills and the ability to organize and coordinate multiple projects at once.
• Proficiency in Microsoft Office and collaborative tools
• Flexible team player willing to do what it takes to get the job done.

ADDITIONAL ELIGIBILITY QUALIFICATIONS

• 3rd Level education is desirable.
• Previous experience in a similar role is desirable.
• Understanding on contact Centre metrics and previous contact Centre experience would be an advantage.

• Responsible for the provision of the highest quality of service delivery in all assigned engagements with customers and clients.
• To manage the contact centre teams to effectively drive productivity to positively impact revenue.
• To establish clear lines of communication with the Team Leaders.
• Responsible for driving internal and external process improvements to impact revenue.
• Liaise closely with Work Force Management Team to analyse and optimise work schedules to assist in maximising profitability and achieving agreed service levels.
• To troubleshoot problem areas and mitigate risks.
• Main point of contact with client and responsible for maintaining and developing relationship
• Manage Team Leaders to ensure that their targets and objectives are adhered to daily
• To promote and maintain the highest level of processes, best practice and knowledge sharing within the team to ensure that the quality and consistency of the delivery is outstanding at all times.
• To work alongside Contact Centre Manager and ensure customer billing/invoices for services are issued accurately and timely.
• To ensure that regular reports and updates are provided to Contact Centre Manager and senior management team.
• Any other duties that be assigned to you by your Line Manager.