RoleProfile:CCCWorkforceManager(International) Department:CustomerContactCentre Reportsto:HeadofContactCentre Location:Dublin-basedwithoccasionalinternationaltravel RolePurpose: Thisroleisresponsiblefortheglobalworkforceplanningandreal-timecontactmanagementacrosssixinternationalcustomercontactlocations,coveringvoice,messaging,social,email,andback-officefunctions. TheCCCWorkforceManagerwillensureservicelevelsaremetacrosspre-trip,trip,andpost-tripinteractions,managedisruptionresponse,andoverseestaffingallocationminute-by-minute.Operatinginafast-paced,dynamicenvironment,theroleinvolvescollaborationwithinternalandexternalpartners,andmayrequireout-of-hoursworkandinternationaltravel. KeyResponsibilities: Forecastandschedulestaffingneedsacrossallcontactchannelsandregions. Monitorandadjustreal-timeresourceallocationtomeetservicelevels. Managedemandfluctuations,includingduringdisruptionoremergencyevents. CollaboratewithCommandCentreandtechplatforms(AWS,Verint,Conversocial,etc.)toalignresources. Overseeglobalcasehandlingacrosssystems(e.g.,Astral,Estute). Trackandreportonagentadherence,occupancy,productivity,andperformance. Leadoperationalreadinessplanningandcontingencysimulations. Providedaily/weekly/monthlyperformancereportsandinsights. Supportcontactcentrepartnerswithschedulingandperformancemanagement. Qualifications&Experience: Third-leveldegreeinBusiness,Economics,Commerce,orequivalentexperience. Provenexperienceinworkforcemanagementwithinalargecontactcentre. Strongpeoplemanagementandstakeholderengagementskills. Hands-onknowledgeofcontactcentretools(AWS,Verint,telephonyplatforms). AdvancedproficiencyinExcelandreportingtools. Excellentanalytical,communication,andproblem-solvingskills. Flexible,proactive,andcapableofworkingindependentlyandinteams. AdditionalInfo WorkingHours:Full-time;flexibilityrequiredfordisruptionsupport. Salary€75k-€80kplusbens Travel:Occasionalinternationaltraveltocontactcentrelocations. ToapplypleasesendyourCVtoRichardMinchinontheLexConsultancyteam Please note only candidates that match the minimum job requirements above will be contacted for this role.