1 day ago Be among the first 25 applicantsLex Consultancy Recruitment provided pay rangeThis range is provided by Lex Consultancy Recruitment. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.Base pay rangeDirect message the job poster from Lex Consultancy RecruitmentDepartment: Customer Contact CentreReports to: Head of Contact CentreLocation: Dublin-based with occasional international travelRole Purpose:This role is responsible for the global workforce planning and real-time contact management across six international customer contact locations, covering voice, messaging, social, email, and back-office functions.The CCC Workforce Manager will ensure service levels are met across pre-trip, trip, and post-trip interactions, manage disruption response, and oversee staffing allocation minute-by-minute. Operating in a fast-paced, dynamic environment, the role involves collaboration with internal and external partners, and may require out-of-hours work and international travel.Key Responsibilities:Forecast and schedule staffing needs across all contact channels and regions.Monitor and adjust real-time resource allocation to meet service levels.Manage demand fluctuations, including during disruption or emergency events.Collaborate with Command Centre and tech platforms to align resources.Oversee global case handling across systemsTrack and report on agent adherence, occupancy, productivity, and performance.Lead operational readiness planning and contingency simulations.Provide daily/weekly/monthly performance reports and insights.Support contact centre partners with scheduling and performance management.Qualifications & Experience:Third-level degree in Business, Economics, Commerce, or equivalent experience.Proven experience in workforce management within a large contact centre.Strong people management and stakeholder engagement skills.Hands-on knowledge of contact centre tools (AWS, Verint, telephony platforms).Advanced proficiency in Excel and reporting tools.Excellent analytical, communication, and problem-solving skills.Flexible, proactive, and capable of working independently and in teams.Additional InfoWorking Hours: Full-time; flexibility required for disruption support.Salary €75k-€80k plus bensTravel: Occasional international travel to contact centre locations.To apply please send your CV to Richard Minchin on the Lex Consultancy teamSeniority levelSeniority levelMid-Senior levelEmployment typeEmployment typeFull-timeJob functionJob functionHuman Resources, Management, and Customer ServiceIndustriesAirlines and AviationReferrals increase your chances of interviewing at Lex Consultancy Recruitment by 2xGet notified about new Workforce Manager jobs in Dublin, County Dublin, Ireland.Dublin, County Dublin, Ireland 3 weeks agoDublin, County Dublin, Ireland €70,000.00-€80,000.00 2 weeks agoEmployee Relations Specialist - EMEA - DublinDublin, County Dublin, Ireland 4 days agoDublin, County Dublin, Ireland 1 week agoDublin 12, County Dublin, Ireland 23 hours agoDublin, County Dublin, Ireland 2 weeks agoDublin, County Dublin, Ireland 2 weeks agoDublin, County Dublin, Ireland 4 weeks agoDublin 10, County Dublin, Ireland 1 month agoDublin, County Dublin, Ireland 2 weeks agoSenior HR Manager –- Global Client- Manufacturing – Dublin- €85kDublin, County Dublin, Ireland 2 weeks agoDublin, County Dublin, Ireland 4 days agoDublin, County Dublin, Ireland 1 week agoDublin, County Dublin, Ireland 6 days agoDublin 2, County Dublin, Ireland 3 days agoDublin, County Dublin, Ireland 1 week agoDublin, County Dublin, Ireland 2 weeks agoDublin, County Dublin, Ireland 3 weeks agoDublin, County Dublin, Ireland 19 hours agoDublin, County Dublin, Ireland 4 days agoDublin, County Dublin, Ireland €50,000.00-€65,000.00 3 weeks agoHuman Resources Business Partner (ER & Projects Focus)Dublin, County Dublin, Ireland €60,000.00-€70,000.00 3 weeks agoDublin, County Dublin, Ireland 1 week agoDublin, County Dublin, Ireland 3 weeks agoDublin, County Dublin, Ireland €75,000.00-€90,000.00 3 weeks agoDublin, County Dublin, Ireland €80,000.00-€100,000.00 21 hours agoDublin 16, County Dublin, Ireland 2 weeks agoWe’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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