Call Centre Performance Manager Job in Limerick Ireland
JOB DESCRIPTION:
We are looking to recruit a Call Centre Performance Manager for a leading communications organisation in Limerick. This is a senior position reporting to the Director of Customer Care.
The position will suit a candidate with 3-5 Years senior contact centre management experience, preferably encompassing both customer service and telesales functions and extensive Call Centre Planning experience utilising workforce management software and best practice. The successful candidate will be able to demonstrate inspirational Leadership, rigorous Planning Organisation, Commercial Awareness coupled with a strong Customer and Change Orientation.
The Responsibilities include:
- Call Centre Performance for customer care, inbound telesales, customer loyalty and the third party outsource partners to ensure answer rates and service level targets are achieved on a daily, weekly and annual basis.
- Strategic Guidance Roadmap to identify opportunities to improve the overall call centre performance, in terms of delivery of the company's answer rate and service level targets and objectives, full utilisation of the work force management (internal and outsource), optimising the IVR PABX call routing, call segmentation, virtual agent queuing, virtual call-back technology, agent skill-based routing, value based routing to give the company's customers a superior routing customer experience to that of their competitors and traffic management best practice.
- Call Forecasting, Resource Planning, Call Capacity to ensure a comprehensive call demand schedule and call capacity based on company growth, product roadmap and operational activities is in place at all times.
- Open Communications via performance reviews, monthly forums, monthly business review meetings, senior management reports and weekly change management meetings. Mange all the actions arising from the forums and reviews.
- Optimise the utilisation of Call Centre Resources, Call forecasting and Totalview workforce management application.
- Traffic Management on a real time basis, responding to unplanned works, understand and report on spikes and technical call drivers, manage IVR notifications, scheduling learning breaks, manage the Traffic Advisor team ensuring calls are monitored, effective call loading/balancing is achieved. Managerial point of contact to approve any un-scheduled emergency works.
- Call Centre Performance Analysis to identify opportunities, risks, challenges, and to implement call reduction, call automation and self-service initiatives.
- Budgeting initiatives including the FTE resource plan, outsource agency budget, budgetary analysis to include performance insight and recommendations, and intermittent strategic analysis versus long term plans.
- Team Management
This is an excellent opportunity for the right Candidate.
The candidate will be a highly pragmatic results oriented self starter. They must be an excellent communicator with first class analytical ability. They will have a track record of delivering effectively in a complex and dynamic working environment. They can demonstrate inspirational Leadership, rigorous Planning Organisation, Commerical Awareness coupled with a strong Customer and Change Orientation.
From an experience perspective, the candidate must have:
- 3-5 Years senior contact centre management experience, preferably encompassing both customer service and telesales functions within the communications industry
- Extensive Call Centre Planning experience utilising workforce management software and best practice
- Experience in analysing customer contact trends and patterns in a call centre environment
- Extensive knowledge and understanding of contact centre technology i.e. PABX/ACD, IVR, CTI, call routing/segmentation and call flow structures
- Demonstrable track record of the effective development and implementation of performance strategy roadmaps in a multi-disciplinary, high volume environment
- Proven ability of delivering results through others (internally and externally) within tight timelines and to a consistently high standard
- Experience in relationship management of outsource partners
- Demonstrable strategic outlook, commercial awareness, financial acumen and vendor management experience
- A University Business Degree or equivalent would be advantageous.
If you have the necessary skills and experience for this position we invite you to apply using the link/button below. To discuss the role and your application in the strictest confidence please contact Shane Blake via email at shane.blake@cpl.ie or call our Limerick office on 061 221701. You can also connect with Shane on LinkedIn at http://ie.linkedin.com/in/shaneblake