Job
Title: Operations Senior
Manager Department:
Operations Management
Responsibility for:
Assistant Operations Centre Manager
(AOCM) Travel
Required : Yes /
Infrequent Reports
to : Director of
Operations Location:
TP Office in East Point Business Park - Dublin, 5 days a week
Onsite role Contract
Type: Full Time -
Permanent Grade:
TBC Job Summary /
Overview
Operations Centre
Manager (OCM) is the leader of their staff, premises, operation and
their relationship with the Clients as appropriate for their
program and site, ensuring that financial and quality targets are
achieved according to budget, across both back office and Contact
Centre operations. The OCM is responsible for operational delivery
(Performance and P&L), the role preferably based on site and/or
working at home (WAH).
Key
Responsibilities and Accountabilities
(may perform other duties as
requested not specifically addressed in this
document) Responsible for the health, safety and
welfare of yourself, your team and surrounding colleagues. Work
with your Managing Director to deliver all health & safety
needs, promote a strong health and safety culture, demonstrate
leadership and commitment with respect to the safety management
system. Identify opportunities for continual
improvement Main Job
Requirements Education and
Specific Training
Work
Experience
8+ years of Sr
management/Leadership experience in contact center operations or
similar high-paced industry Special
Certifications
Experience
of working with MSP and born in cloud clients
preferred
Experience in BPO and Contact Centre
environments
Experience of leading large teams
(500+) with strong focus on engagement and work
culture
Required
Skills Technical &
Functional
Skills
Comprehensive
computer skills
Proficient use of Microsoft
Office tools including MS Word, Power Point, Excel, Outlook and
others
Ability to use Excel’s advanced
analytical tools such as run charts, histograms, pareto charts,
scatter plots etc. preferred
Technical support,
Customer Service, Trust & Safety domain experience
preferred
Lean Six Sigma, PMP credentials
preferred Competencies and Specific
Skills
This is a full-time
permanent role. Applicants must hold a valid and sufficiently long
permission to work in Ireland to enable them to perform the role on
an ongoing basis. Where work permission is due to expire shortly,
the Company may require evidence of a pending renewal application
to progress an offer.