Service Centre Operations Manager

Hartley People

Waterford, Tipperary, Kilkenny

The Role Manage daily operations, performance and processes for associates and team leaders. Ensure targets are met. Understand, communicate and review performance parameters for the team. Manage operations requirement in terms of efficiency - Service levels, absenteeism, handling time, manpower planning. Plan and review quality initiatives in conjunction with Training and Quality Manager. Conducts regular sessions with training to review training needs of team. Initiate and coordinate process changes required for smooth functioning of the department as well as keeping in mind the needs of the customer. Review and assesses impact of changes within department and other related functions. Provide necessary feedback to Process & Change and stakeholders. Attend meetings with stakeholders/clients. Provide updates on how the department is tracking their goals. Guide, mentor and coach Team leaders and SMEs. Address queries, grievances, feedback effectively. The Person Strong knowledge of MS Office with strong presentation & Analytical skills. Strong Problem Solving skills. Commercial Awareness. Knowledge of contact centre operations and all metrics involved. Experience implementing new processes and project management. Strong understanding of CRM and Sales / Retentions management, building products Understanding of quality management frameworks, NPS, CSAT. Hartley People Recruitment work to the highest ethical standards within our industry and we value the trust that you place in us when you send your CV. We can provide a full consultation in confidence and we guarantee that your CV will not be sent to any of our clients without your prior consent. For immediate consideration please call Sara on 051-878813 or email your CV in response to this job posting.

2243 days ago