Job Title: Customer Service Operations Manager
This role leads the operational delivery of customer service for a leading multi-store gift card provider, managing in-house and outsourced teams across Ireland, El Salvador, and Greece. The position ensures high-quality, compliant support across all channels, while driving efficiency, continuous improvement, and customer satisfaction.
Responsibilities:
* Ensure adherence to regulatory frameworks and maintain accurate reporting.
* Maintain documented procedures, monitor key performance indicators, and manage incidents.
* Lead and develop a team, fostering a high-performance culture with clear objectives, coaching, and career development.
* Oversee hybrid customer service delivery, ensuring service level agreements, key performance indicators, and quality standards are met.
* Drive customer satisfaction initiatives, gather and act on customer feedback, and collaborate on improving customer journeys and self-service options.
* Champion automation, self-serve enhancements, and new technologies using data-driven insights and business cases to reduce friction and improve service.
Qualifications:
* Proven leadership in building and managing high-performing customer service teams within regulated environments.
* Experience in implementing quality assurance and key performance indicator frameworks to drive performance, compliance, and customer satisfaction.
* Strong track record in leading multi-site, multi-country contact centre operations with measurable business impact.
* Skilled in coaching and developing teams, with a clear customer-first mindset and ability to inspire performance.
* Highly organized, data-driven, and tech-savvy, with excellent communication skills and a focus on continuous improvement.
Benefits:
* Work-life balance with 23 days annual leave plus additional appreciation days, birthday time off, and volunteering leave.
* Health and well-being benefits including private medical insurance, employee assistance program, enhanced parental leave, and free eye tests.
* Financial rewards including group income protection, pension scheme, and exclusive discounts.
* Flexibility and engagement opportunities including hybrid working, office group activities, and support for physical and mental health.
* Recognition opportunities through a leading recognition program with financial rewards.