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Operations Manager



Reporting to: COO

Location: Dun Laoghaire


The Operations Manager will have proven track record in contact centre expertise, SLA/KPI implementation and adherence experience and management, IVR + phone system set up and management subject matter expertise and performance management. The Operations Manager will have deep experience in reporting/analytics, productivity, people and client management. Incident/Problem/Change Management and Lean Six Sigma or equivalent expertise are also required.

Job Background/Context:

Manage growth of the day to day Operations of the business. He / she will assist the COO with further growth and efficiency. You will be responsible for the daily running and management of the centre through the effective use of resources.


Key Responsibilities:

  • Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
  • Identifying and evaluating phone system technologies
  • Defining user requirements
  • Establishing technical specifications, and production, productivity, quality, and customer-service standards
  • Contributing information and analysis to organizational strategic plans and reviews.
  • Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
  • Maintains and improves call center operations by monitoring system and individual performance
  • Identifying and resolving problems; preparing and completing action plans
  • Completing system audits and analysis; managing system and process improvement and quality assurance programs
  • Meets call center financial objectives by estimating requirements
  • Preparing an annual budget
  • Scheduling expenditures; analyzing variances; initiating corrective actions.
  • Prepares call center performance reports by collecting, analyzing, and summarizing data and trends leading to insights analysis
  • Maintains equipment by evaluating and installing equipment
  • Developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
  • Accomplishes organisation goals by accepting ownership for accomplishing new and different requests
  • Coordinating staff recruitment liaising with HR staff
  • Reviewing the performance of staff, identifying training needs and planning training sessions
  • Recording statistics, user rates and the performance levels of the centre and preparing reports
  • Organising staffing, including shift patterns and the number of staff required to meet demand
  • Coaching, motivating and retaining staff and coordinating over time, bonus, reward and incentive schemes


Background / Experience:

  • Degree in any discipline or relevant experience
  • Proven track record in fast paced contact centre expertise
  • Proven SLA/KPI implementation, management within a call center environment
  • Proven excellent customer service focus – solution focused individual
  • IVR + phone system set up and management – subject matter expert
  • Proven Performance, incident and people management experience
  • Productivity reporting, data analysis, financial acumen
  • Advanced Excel, Word, Powerpoint

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