You will need to login before you can apply for a job.At Capita, we are a leading global outsourcing company dedicated to delivering exceptional services and solutions to our clients. If you are passionate about making a difference and thrive in a dynamic environment, we would love to hear from you.We're recruiting for a General Manager to join us on a full time, permanent basis.This role is hybrid, working at our office in Little Island, days to be confirmed.Job title:General ManagerJob Description:Job Title: General ManagerLocation: Hybrid - Little IslandHours: 40 Hours - Flexibility RequiredOverview of the Role: The General Manager will be responsible for overseeing multiple accounts within a call centre environment. This role involves managing high-profile relationships with senior client management and internal stakeholders, ensuring the contact centre operations deliver the required performance, and being committed to delivering a great customer contact experience.Main Duties/Responsibilities:Deliver exceptional results through clear, strategic direction and objective analysis.Manage key client relationships and ensure contracted service levels are met.Drive profitable results by developing the team through motivation, counselling, skills, and product knowledge development.Develop a standardised reporting format for internal and external customers.Plan and implement specific evaluation methods outlining the expected responsibilities and performance standards for each team member.Work with Account Leadership team, Operations Directors, and Heads of Finance to ensure schedule efficiency, utilisation, adherence, and productivity.Analyse client-specific information and requests, including data insights, long-term forecasts, and communication strategies between clients' own and Capita call centres to improve business efficiency.Manage redeployment processes and utilisation of resources across the business to ensure optimum efficiency.Identify and implement standards for customer service methodology.Work alongside the financial team to finalise budget assumptions and future resource requirements for existing clients to enable Commercial and Operations to agree on yearly budgets and/or reforecast.Working alongside Finance team generate PO's for maintenance of suppliersWorking alongside Finance to submit Payroll & AuditsAccountability for the accuracy of key planning outputs.Coach and mentor the team for successBe innovative, share ideas and drive improvement in process, People and TechnologyDrive and share best practice internally and externallyAdhere to all L&D and HR processesEnsure all relevant internal and external guidelines, policies and procedures are adhered to and promotedYou will need to login before you can apply for a job.At Capita, we are a leading global outsourcing company dedicated to delivering exceptional services and solutions to our clients. If you are passionate about making a difference and thrive in a dynamic environment, we would love to hear from you.We're recruiting for a General Manager to join us on a full time, permanent basis.This role is hybrid, working at our office in Little Island, days to be confirmed.Job title:General ManagerJob Description:Job Title: General ManagerLocation: Hybrid - Little IslandHours: 40 Hours - Flexibility RequiredOverview of the Role: The General Manager will be responsible for overseeing multiple accounts within a call centre environment. This role involves managing high-profile relationships with senior client management and internal stakeholders, ensuring the contact centre operations deliver the required performance, and being committed to delivering a great customer contact experience.Main Duties/Responsibilities:Deliver exceptional results through clear, strategic direction and objective analysis.Manage key client relationships and ensure contracted service levels are met.Drive profitable results by developing the team through motivation, counselling, skills, and product knowledge development.Develop a standardised reporting format for internal and external customers.Plan and implement specific evaluation methods outlining the expected responsibilities and performance standards for each team member.Work with Account Leadership team, Operations Directors, and Heads of Finance to ensure schedule efficiency, utilisation, adherence, and productivity.Analyse client-specific information and requests, including data insights, long-term forecasts, and communication strategies between clients' own and Capita call centres to improve business efficiency.Manage redeployment processes and utilisation of resources across the business to ensure optimum efficiency.Identify and implement standards for customer service methodology.Work alongside the financial team to finalise budget assumptions and future resource requirements for existing clients to enable Commercial and Operations to agree on yearly budgets and/or reforecast.Working alongside Finance team generate PO's for maintenance of suppliersWorking alongside Finance to submit Payroll & AuditsAccountability for the accuracy of key planning outputs.Coach and mentor the team for successBe innovative, share ideas and drive improvement in process, People and TechnologyDrive and share best practice internally and externallyAdhere to all L&D and HR processesEnsure all relevant internal and external guidelines, policies and procedures are adhered to and promotedThis list is non exhaustive, and duties may change to reflect the changing needs of the business.Experience and Attributes Required:Proven experience in managing call centre operations.Strong leadership and team management skills.Excellent communication and interpersonal skills.Ability to analyse data and make strategic decisions.Experience in client relationship management.Knowledge of budget management and financial planning.Proven ability to consistently achieve and exceed client expectationAn extensive background and a proven track record of managing and driving targets and SLA'sCollections experience along with the ability to use the Genius dialler to drive efficiencyHighly organised with a systematic approach to work and excellent attention to detailPossess ability to think strategically in a fast paced, high energy and changeable environmentExperience in using multiple call centre management systems and toolsExcellent presentations skillsReceptive to change with the ability to manage changing prioritiesIf this role is of interest, please click apply and we'll be in touch.Location:Little Island,IrelandTime Type:Full timeContract Type:PermanentVisit this company’s hub to learn about their values, culture, and latest jobs.Create a job alert and receive personalised job recommendations straight to your inbox.
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