The Company:
Our client is a leading Infrastructure Services company with offices across Ireland and the UK. They employ skilled field labour as well professional support service staff. Industries they specialise include engineering, utilities, industrial services as well as general project management. With a diverse workforce in terms of skills and professional backgrounds, this is a company that can provide an exciting learning environment for a human resource professional.
Summary of Role:
This role reports directly into Operations Manager. The key focus of the Customer Service Manager role is to run a busy customer service hub and manager a mid-size team of agents. You will strive to deliver a level of excellence currently in place.
What you will be responsible for?
Operational management of the back-office team to efficiently handle incoming transactions (via phone, email, work management system)
Create and maintain and excellent level of customer experience
Delivery on KPI’s focusing on Operational, Financial and Safety performance
Responsible for workforce management (Back Office and Field workload forecasting, resource planning and scheduling)
Supporting, mentoring and managing the customer service team
Performance management within the team
Developing the team through training programmes and ensuring staff training is up to date
Responsible for workforce management (workload forecasting, resource planning and scheduling)
Responsible for the optimisation of back-office technology (work management systems, phones system, call recording, SMS technology, quality management etc)
Overall responsibility of internal Quality Management
Reporting of procedural or technical difficulties to the director and relevant central departments department (HR, IT, SHEQ, Customer Strategy etc.)
What Knowledge, Skills & Abilities do you require?
2 + years experience managing a customer service team
Experience in the telecommunications industry is an advantage
Strong experience with Microsoft Office packages
Excellent management skills
Strong organisational skills and an ability to delegate
Experience with project management
What’s on offer?
Salary of €45,000
Monthly bonus scheme based on KPI performance
Full time permanent contract
23 days annual leave + public holidays
Company phone & Laptop
On-site parking