General Manager | Customer Engagement Centre | Cork | EMEA
Collins McNicholas is delighted to partner with a global organisation in the appointment of a General Manager, a pivotal leadership role with full site accountability for one of the company’s flagship Customer Engagement Centres in EMEA.
This is a rare opportunity to lead a large-scale, high-impact operation, shaping its future through stabilisation, cultural transformation, and sustainable commercial growth.
The Opportunity
Reporting to the Senior Director of Operations, the General Manager will define and deliver a compelling vision for the Cork Customer Engagement Centre, aligning local strategy with global service standards and enterprise priorities. This is a 50% strategic / 50% operational leadership role with full site P&L and budget accountability, and revenue-based targets.
This is not a steady-state leadership role. It requires a leader who can stabilise, transform and grow.
The Leader we are seeking:
This role requires a senior contact centre leader with proven experience managing large, complex operations. Cultural and leadership fit is paramount.
You will bring:
8–10+ years’ progressive leadership experience
Senior-level contact centre expertise
Demonstrated P&L ownership and financial acumen
Experience leading large-scale change and transformationStrong stakeholder management across global and enterprise environments
A data‑driven, commercially focused mindset
Leadership Style That Will Thrive
Approachable, visible, and present
Strategically strong yet willing to “get back to the floor”
Comfortable balancing vision with operational detail
Initially, this leader will be highly visible in day-to-day performance oversight, coaching through Operational Managers, and building rapport with both leaders and associates.
You will work closely with:
Senior Director of Operations
Senior Director of Human Resources
Finance teams
Wider leadership teams
Local Operations Managers, HR and Finance
Candidate Profile
Degree in Business, Marketing or related discipline (preferred)
OR 10+ years’ relevant professional experience demonstrating exceptional performance
Minimum 5 years in senior contact centre leadership
Strong understanding of financial models and cost allocation
Proven experience driving cultural and organisational change
Experience operating in global or matrixed environments
Why This Role?
This is a career-defining opportunity to:
Lead a large, high‑profile operation
Shape culture and performance at scale
Drive tangible commercial impact
Build a leadership legacy in a transformational environment
If you are an experienced contact centre/operations leader ready to take full site ownership and lead meaningful change, we would welcome a confidential conversation.
For a confidential discussion and more information on the role, please contact Michael O’Brien.
021-4809118
michael.obrien@collinsmcnicholas.ie
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