Job in Ireland

PART 1: Role Details Role Title Customer Service Back Office Manager Department In-home Reports toOperations Director LocationDublin 12

PART 2: Role PurposeThis role requires a person with a high emotional IQ allied to an ability to think on your feet.
You must have the ability to motivate and engage your team to continue delivering a level of excellence that
has become the standard for this role.

Benefits:

• Hybrid working model after probation period
• Employee assistance programme
• Refer a friend scheme
• Cycle to work scheme
• Maternity pay
• Ample free on-site parking
• Employee discounts - on hotels, gyms, electronics and more
• Educational assistance
• Modern office with excellent facilities
• Career progression opportunities
• Christmas savings club
• Long Service Awards
• Life assurance - 4 times your annual salary

PART 3: Principal Responsibilities

• Adhere to and maintain compliance with all Health and Safety procedures within your work. Ensuring you are responsible for yourself and/or team members who report into you
• Operational management of the back-office team to efficiently handle incoming transactions (via phone, email, letter, work management system
• Consistent and laser focus on Customer Experience
• Development of key client relationships and working closely with the client in the pursuit of delivery excellence
• Delivery to contract key and operational performance indicator targets
• Identification of performance objectives for all agents / team leader, specifying targets based on speed to competency
• Provision of support and mentoring for all team members
• Provision of performance feedback to team members on a regular basis
• Identification of any training needs
• Management of agent availability
• Management of outbound campaigns in line with client requirements and internal operational goals
• Management of forecast, resource planning and scheduling processes
• Conducting weekly team meetings addressing any specific issues
• Development of back office KPI and operational reporting
• Identify trends in survey results to re-align operational processes and Customer Experience
• Ensure all team members undertake the relevant training and eLearning program

PART 4: Person Specification Experience

• Experience in the telecoms sector would be an advantage
• 4+ years' experience in managing a back-office environment

Skills & Competencies
Technical

• Advanced Microsoft Word, Excel & PowerPoint

Interpersonal

• Excellent organisational, interpersonal and communication skills required

Business Skills

• People Management
• Communication
• Delegation and Time Management
• Networking
• Project Management and Planning

Personal

• Excellent communicator who enjoys working in a fast-paced environment

ACT1