Job Description
We are seeking a Workforce Manager to oversee global customer contact operations across multiple international locations.
This is a hybrid role requiring 3 days per week on site in Dublin.
The ideal candidate will have strong analytical, decision-making, and problem-solving skills.
Key Responsibilities:
* Manage and forecast customer contact volumes across multiple channels (voice, messaging, social media, email, back-office) over a 7-day period.
* Schedule and optimise staffing to meet demand with a focus on efficiency and quality.
* Understand seasonal demand patterns and adapt plans during disruptions.
* Collaborate with global teams and use technologies such as telephony systems, AWS, and customer engagement platforms.
* Lead communication and response protocols for emergencies and disruptions.
* Monitor real-time staffing, adherence, and case management to ensure smooth operations.
* Provide regular reports and make recommendations to improve service and mitigate risks.
* Develop contingency plans and adjust staffing in real time as needed.
Requirements
To succeed in this role, you should have:
* Degree in Business, Economics, Commerce or equivalent experience.
* Experience managing teams in a contact centre environment.
* Strong analytical, decision-making, and problem-solving skills.
* Familiarity with contact centre technology (e.g., AWS, Verint).
* Proficient in Microsoft Office and reporting tools.
* Excellent communication and interpersonal skills.
* Ability to work independently and as part of a team.
* Positive attitude with strong organisational skills.