December 21, 2021

Customer Operations Line Manager

Job Description

The Role:

Reporting to the Head of Operations Manager, you will be responsible for leading and managing a team of agents, working across a number of functions within the business.

Main responsibilities include:

• Workload management - ensuring appropriate workflow i.e. that calls are flowed through correctly, emails managed, and customer services issues solved.

• Distribution of workload fairly among team members and ensuring that all tasks are completed within the assigned service level.

• Liaise with HR on Appraisals, PDP's, on a 6-monthly basis.

• Attend ad hoc interdepartmental meetings, where appropriate and contributed to cross functionally beneficial projects.

• Work closely with the management team to improve processes and efficiencies across all areas of the business

• Monitor Real Time Data and ensure SLAs are adhered to and set and manage KPIs on a group and individual basis

• Oversee the day-to-day resourcing requirements of the department

• Development of key client relationships and working closely with the client in the pursuit of delivery excellence

The ideal candidate will have the following:

• Minimum of 2-3 years call centre experience in a Supervisory, Team Leader or other managerial capacity ideally, but not essentially, within a busy Contact Centre environment either B2B/B2C

• Demonstrable experience in coaching, development, and people management

• Awareness of HR and performance management procedures

• Awareness of the practical application of Management Information reporting

• Excellent interpersonal and problem-solving skills

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Dublin, IE
Career Level
Manager (Manager / Supervisor of Staff)
Bachelor's Degree
Job Type
Job Last Updated
December 21, 2021


Colm O'Rourke
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