Base pay range
As Contact Centre Operations Director, you will oversee the end-to-end performance of our multi-channel contact centre, ensuring our customers receive industry-leading service at every interaction. You will shape strategy, lead large operational teams, implement process improvements, and deliver strong commercial results across a fast-paced, customer-centric environment.
Role: Operations Director
Term: 6 month FTC, may extend or turn permanent
Location: Dublin - 5 days per week onsite (not open to anyone who requires a visa)
What You’ll Do
Lead daily operations across our contact centre, ensuring service excellence and consistent KPI delivery
Develop and execute strategies to optimise productivity, customer satisfaction, and employee engagement
Manage, mentor, and inspire senior managers and team leaders to deliver outstanding performance
Oversee capacity planning, workforce management, forecasting, and resource allocation
Drive operational improvements through data-led insights, process optimisation, and technology enablement
Partner with cross-functional teams—including HR, IT, and Customer Experience—to ensure seamless service delivery
Uphold regulatory compliance, quality assurance standards, and risk controls
Report performance metrics and strategic recommendations to the Executive Leadership Team
What We’re Looking For
Strong leadership abilities with a track record of energising and developing high-performing teams
Excellent analytical skills and a data-driven approach to decision‑making
Experience delivering transformation and operational efficiency initiatives
Outstanding communication, stakeholder management, and influencing skills
Ability to thrive in a dynamic, high-volume environment
Immediate or short-notice availability preferred
Seniority level
Director
Employment type
Full-time
Job function
General Business, Management, and Customer Service
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