Operations Manager (Contact Centre - Banking Sector)

Kilkenny, Republic of Ireland
£25256 - £32472 per annum
12 Nov 2016
10 Dec 2016
Contract Type
Full Time

FINTEC recruit is seeking an Operations Manager for our client based in Kilkenny, Ireland.

This is a permanent position with a salary of 35000-40000 Euros depending on experience.

As an Operations Manager, you will lead a team of Managers and Team Leaders effectively through structured coaching and delivering by example, demonstrate evidence of influencing positive change within a Contact Centre environment.

Role and Responsibilities:

  • Assisting Team Managers to manage their team
  • Ensuring TL's are monitoring daily activity and performance in line with set KPIs
  • To ensure achievement of SLA's/KPI's through the effective management of all assigned operations
  • Owning client queries/escalations/demands
  • Team management, Issue/Conflict handling within Contact Centre environment.
  • Roll out effective reporting and feedback methodologies to raise customer issues with the respective parties and to work on continuous improvement processes to reduce and remove repeat call types.
  • To provide regular reports as required to Senior Management outlining achievement against all targets and objectives.
  • To actively support the implementation of all HR Company policies and processes across teams.
  • Requirements:

    • Experience of successfully operating at management level in a Call Centre environment, coupled with experience of managing and implementing new campaigns.
    • Proven experience in leading, motivating and performance management
    • Good understanding of call centre technologies and proven experience of optimizing the same.

    Please click on apply or send your CV directly to our team and quote Ref: FT2673

    FINTEC recruit specialise in Business Support, Finance, Legal, and Engineering roles for permanent and contract positions, UK and International.