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Department: Customer Contact Centre
Reports to: Head of Contact Centre
Location: Dublin-based with occasional international travel
Role 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 systems
* Track 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 Info
* Working Hours: Full-time; flexibility required for disruption support.
* Salary €75k-€80k plus bens
* Travel: Occasional international travel to contact centre locations.
To apply please send your CV to Richard Minchin on the Lex Consultancy team
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Human Resources, Management, and Customer Service
* Industries
Airlines and Aviation
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