Well established company in EU is moving to Dublin - Manager

Location
Dublin
Salary
EUR35000 - EUR40000 per annum
Posted
22 Nov 2016
Closes
20 Dec 2016
Ref
MJJ
Contact
Juliana Barcelos
Job Type
Permanent
Hours
Full-time
About the Opportunity:

As a Customer Services Team Manager, your primary objective is to lead and manage the Contact Centre team to deliver results, develop and improve skills, quality and performance standards within Customer Operations. This will include supporting and managing the escalation process, identifying key issues associated, continuous improvement of our Contact Centre and increasing levels of employee engagement and customer satisfaction.
Location: Dublin 2

Responsibilities:

The role will involve the key accountabilities below:

*Direct line management responsibility (leading approx 15-20 multi skilled Customer Advocates), but in any event will require significant influencing skills with internal stakeholders and external business partners
*Managing the resolution/negotiation of customer issues in a timely manner to minimise cancellations, maximize customer retention and increase PB revenue. Providing best in class service to both external and internal customers alike, whilst maintaining service levels
*Delivering Client Satisfaction, Service Level and Quality goals to ensure our client provide a best in class Client experience to maintain our client's profitability and revenue
*Support the management team with proven tools and methodologies to facilitate change within Customer Operations
*Improve knowledge of the Contact Centre team to deliver enhanced SLA's
Qualifications:
*Experience of operating within a targets driven challenging and fast moving operational environment
*Proven management experience working in a customer service environment
*Excellent communication and presentation skills
*Proven ability to influence at a strategic level
*Proactive, Enthusiastic and Motivated
*Able to operate confidently and collaborate at all levels within the business
*Must be a good team player

Ready to shine?

Apply now and talk to me!

Send your most up to date CV to juliana dot Barcelos at manpower dot ie

About us:

Manpower is part of ManpowerGroup - the world's workforce expert, which connects more than 600,000 people to work every day and helps more than 400,000 clients worldwide. With 3,100 offices in 80 countries worldwide, ManpowerGroup offers the full spectrum of workforce solutions needed to address the complex recruitment challenges that exist today

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