We are seeking an experienced professional to lead our contact centre planning team in Galway. This is a key role in our customer service strategy, helping us deliver seamless, high-quality experiences every day.
Job Description
* Lead and manage the planning and scheduling function, driving performance and service excellence.
* Oversee the operation and optimization of telephony systems and infrastructure.
* Collaborate with stakeholders to improve customer experience and operational efficiency.
Required Skills and Qualifications
* Strong leadership and stakeholder management skills.
* Proficient in forecast and budget delivery.
* Experience in service delivery within high-volume environments.
* Knowledge of regulatory compliance in financial services sector.
* Experience with workforce management systems or their implementation is a distinct advantage.
Benefits
* A competitive market-leading salary depending on skills, experience, and qualifications.
* Generous pension (employee contribution matching of up to 14% if you contribute 8%).
* Annual performance-related bonus and pay review.
* Holiday allowance of 29 days plus bank holidays, and the option to buy/sell up to 5 additional days.
* Generous Health & dental insurance contributions after six months.
* Aviva Matching Share Plan and Save As You Earn scheme and Approved Profit Share Scheme.
* Cycle to Work benefit scheme.
* Tax Saver Travel Scheme.
* Familial friendly parental leave.
Our Approach
We flex locations, hours and working patterns to suit our customers, business, and you.
Most of our people are smart working spending around 50% of their time in our offices every week - combining the benefits of flexibility, with time together with colleagues.