Customer Service Centre Manager - South Dublin

Role Summary

We are seeking an experienced Customer Service Centre Manager to lead our progressive retail cient's service operation, ensuring excellent customer experiences, strong team performance, and efficient day-to-day operations.

Key Responsibilities

• Lead, coach, and develop customer service teams to achieve performance targets.
  


• Drive a customer-focused culture and ensure high service standards.
  


• Monitor and improve key performance indicators (KPIs) including customer satisfaction, service levels, and productivity.
  


• Manage customer escalations and implement solutions to improve service delivery.
  


• Analyse performance data and identify opportunities for continuous improvement.
  


• Collaborate with internal departments to enhance customer journeys and operational efficiency.
  


• Ensure compliance with company policies and procedures.
  

Skills & Experience

• Proven experience managing a customer service or contact centre team.
  


• Strong leadership, communication, and people management skills.
  


• Experience monitoring and improving customer service KPIs.
  


• Excellent problem-solving and decision-making abilities.
  


• Strong organisational and analytical skills.
  

Success Measures

• High customer satisfaction levels.
  


• Achievement of service and operational targets.
  


• Engaged and high-performing teams.
  


• Continuous improvement in customer service delivery.