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Our client is a global leader in R&D within the IT Sector. Following intense growth of the business in the Irish market they now require a General Manager (Operations) to lead a large team - a network of around 500 employees in their Dublin city centre base.
As an Operations Director you will be responsible for effective management of operational and the quality of service to the client through innovative change management ideals, inspiring communication and industry standard service management.
Management of an operation estimated to be in the region of 1500 FTE (Agents/Supervisors/Operations) in terms of setting, monitoring and delivery of their teams’ KPI’s, all based on agreed SLA’s Continually setting strategy to improve business processes and service to the client Mitigates client escalation through developing direct client resolution plans Manage the process to continually review and improve the teams’ performance and strive to keep the customer at the heart of all operations. Promote and drive a performance management-led culture within the company Leading, developing and maintaining good relationship with the client, vendors and service delivery partners
Extensive experience in operations management role within a telecoms organisation, ideally in a call/contact centre environment. Proven leadership experience around performance management Good understanding of various telecoms operators internal structure Strong understanding of contact centre technologies Peerless communication skills and exceptional customer focus Ability to provide a clear sense of purpose for the team and organise resources effectively Ability to inspire and influence your teams Proven ability to manage and motivate a team of high performers
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