Our client, one of Ireland’s largest insurance providers, is looking for a Customer Care Operations Manager to join their team in Cork on a permanent basis. The primary function is to ensure the smooth running of the contact centre through excellent process management, seamless transfer of customer contacts through different channels and ensuring good oversight of data, workforce management, quality and analytics.
This position can be worked on a hybrid (partly remote) model.
Responsibilities:
* Deliver High-Quality Service: Ensure consistent, efficient, and documented customer service that reflects member needs and meets quality standards.
* Leverage Data & Technology: Collaborate with data analysts to optimise contact centre performance and utilise tools like Genesys for enhanced service delivery.
* Automation: Support the implementation of omnichannel strategies and automate customer journeys for a seamless member experience.
* Workforce Planning: Assist in expanding the Workforce Management (WFM) function to include accurate forecasting, scheduling, and planning for new teams.
* Digital & Project Support: Partner with IT and project teams to deliver digital enhancements, new benefits, and improved messaging for customers and team members.
* Service Standards & Quality: Monitor and report on service levels, ensuring compliance with company policies and continuous improvement in service delivery.
* Team Growth & Performance: Collaborate with HR on recruitment and development, ensuring effective team performance and engagement in line with business goals.
* Clear Communication & Compliance: Communicate strategic goals, provide regular updates, and ensure adherence to health & safety and regulatory requirements.
Requirements:
* 3+ years’ experience in operational roles, incorporating a strong blend of demand and capacity planning knowledge from a scaling environment.
* People management skills are essential to motivate and influence the team, encourage collaboration and to maintain an engaged, productive team.
* Good understanding of workforce management and managing operations.
* Positive, enthusiastic, strong attention to detail and self-motivated with a proven success record.
For a confidential discussion and more information on the role, please contact Megan O’Doherty.
megan.odoherty@collinsmcnicholas.ie
021-4911066
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