Operations Manager

  • Job Reference: VACDM15
  • Date Posted: 7 May 2021
  • Recruiter: EXEC Search
  • Location: Dublin, County Dublin
  • Salary: On Application
  • Bonus/Benefits: Bonus + Benefits
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent
  • Contact: Mulltilingual Team
  • Telephone: 01 5394600

Job Description

Role: Operations Manager

Location: Dublin, Ireland (Remote to start, office based at some stage when the pandemic period ends)

Salary: DOE + bonus + benefits

Business area: Trust and safety

Role Description

As an Operations Manager you will be responsible for the day-to-day running of the business comprising both external and internal service delivery within a customer outsourced environment.

 

Responsibilities

  • Ensure all operations are carried on in an appropriate, cost-effective way
  • Improve operational management systems, processes and best practices
  • Drive SLA & KPI performance, such as Quality, Productivity, Turn Around Time, Utilization, cost objectives for the team as well as any new future Client metrics
  • Ensure excellent Client relationship is developed and maintained
  • Lead the teams to ensure that the company meets all targets
  • Proactively develop long-term solutions ahead of changes to ensure the organization is at the forefront in the service provision of outsourced services.
  • Provide staff with leadership and motivation
  • Responsible for contractual management and control of related statement/s of work delivery and change requirements
  • Focused business overview management including clear requirements around staffing, Client invoicing, attrition and performance impacting

Requirements:

  • Proven work experience as Operations Manager or similar role – min 5 + years
  • Fluency in written and spoken English
  • BA/BSc degree or equivalent
  • Experience successfully leading customer relationships at an account or management level
  • Experience in customer presentations and interactions at a senior level
  • Excellent ability to lead, engage, motivate and provide superior customer experience
  • Demonstrable track record in driving the best out of people whilst at the same time managing to agreed / business deadlines