Role Purpose
The Customer Support Manager will have overall responsibility for the day‑to‑day running of the call centre supporting EVO in the UK & Ireland market. Engaging with key stakeholders internally and externally you will act as a brand ambassador representing the organisation. With previous contact centre expertise, 3 direct reports and up to 24 indirect reports you will spearhead projects, lead the team, and meet internal and external deadlines ahead of target and to budget while continuing to drive SLAs and KPIs on a daily basis.
Job Background / Context
You will be responsible for the daily running and management of the call centre through the management of three Team Leads with experience in creating a positive and engaging working environment. You will provide leadership and motivation through a strong work ethic, coaching, mentoring and leading by example, ensuring that direct reports and indirect reports are motivated and the business is understood.
Key Responsibilities
Lead the customer services team handling queries, escalations and day‑to‑day reports.
Maintain and improve Call‑centre operations by monitoring systems and individual performance, identifying and resolving problems, preparing and completing action plans, conducting system audits and analysis, and managing process improvement and quality assurance programmes.
Meet call centre financial objectives by estimating requirements, preparing an annual budget, scheduling expenditures, analysing variances, and initiating corrective actions.
Prepare call centre performance reports by collecting, analysing and summarising data and trends to generate insight.
Maintain equipment by evaluating and installing equipment, developing preventive maintenance programmes, calling for repairs, and implementing upgrades.
Accomplish organisational goals by accepting ownership for new and different requests.
Record statistics, user rates and performance levels of the centre and prepare reports.
Organise schedules, including shift patterns and staffing levels to meet demand.
Strong focus on communication and ensuring that any systems or operational issues impacting merchants are proactively reported to relevant teams.
Attend weekly operations meetings, review operational performance trends and present action plans addressing performance gaps while capturing and following through on implementation of new customer requirements.
Coordinate staff recruitment and liaise with HR.
Provide ongoing coaching, mentoring and development through performance reviews for the team.
Drive operational process improvements within the team to effectively support customer needs.
Additional Job Duties
Other job duties and responsibilities as assigned.
Education and/or Experience
Hold a minimum of a NFQ degree‑level qualification in a relevant discipline such as business studies, economics or computing.
Have at least 5 years recent satisfactory experience relevant to Service Delivery, including change and incident management with 3 of those years being the management of people and/or projects.
Proven expertise in a fast‑paced contact centre.
Proven SLA/KPI implementation and management within a call centre environment.
Proven excellent customer service focus – solution‑focused individual.
Experience of IVR and phone system set‑up and management.
Proven performance incident management experience.
Productivity reporting, data analysis and financial acumen.
Highly detail‑oriented and organised in work, with the ability to provide high‑quality verbal and written communication.
Well‑developed listening and documentation skills.
Excellent interpersonal, communication and problem‑solving capability.
High level of initiative and integrity, consistently bringing new ideas to the table.
Strong organisational, presentation, meeting and communication skills.
Proven ability to mentor, coach and lead a team to success.
Strategy, product and technical acumen and expertise.
Proficient in Microsoft Office Suite, specifically Excel and PowerPoint.
Strong knowledge of customer service and industry practices.
Technical aptitude and ability to learn software programs.
Generate and share resources, trainings and best practices.
Be self‑motivated and effectively manage your workload.
Seniority Level
Mid‑Senior level
Employment Type
Full‑time
Job Function
Other
Industries
Financial Services
IT Services
IT Consulting
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