Job description

Job Purpose

Reporting to The Head of Site the CVM Contact Centre Operations Manager will be responsible for leading a team of up to 80 CVM Team leaders and agents in Waterford and Cork, based primarily in Waterford for 4 days a week. Acting as a stand-in for the Site lead in Waterford for all site and facilities' day-to-day needs and operations and responsible for embedding eir’s culture and values, developing a positive, results-oriented, customer and people-centric work environment and culture.

The CVM Contact Centre Operations Manager will work with the Site Lead and with key support teams in Training, workforce management, HR, Quality, Reporting, and business owners to deliver effective results. They will embed strong people performance and change management ways of working that will help our Centre progress in line with our Customer and Business Strategy in a demanding and often reactive and agile operational environment.

The CVM Contact Centre Operations Manager will oversee and lead a team of CVM Team Leaders in Waterford and Cork responsible for day-to-day operations and performance, supporting and developing CVM Team leaders to deliver strong performance from agents, ensuring a great customer experience, and ensuring agents add value by delivering results at the right cost.

The will serve as a coach and mentor for direct reports with a “lead by example” approach to hitting targets and holding themselves and their teams accountable for performance and their role includes engagement in hiring, training, coaching, and other administrative activities and requires effective interpersonal communication skills, working with the Site Lead and with key support teams in Training, workforce management, HR, Quality, Reporting and business owners to deliver effective results.

The CVM Manager will be data led and strive for process improvement and simplification for customers and agents alike, with a focus on Customer Experience and Agent efficiency, and growing sales. They will input into and implement Customer Operations and site strategies in line with targets and budgets and will require collaboration and engagement with key stakeholders in Customer Operations, CSB, and teams across the eir organization.

Core targets

• People - Attrition, shrinkage, engagement, eir values
• Customer - CES scores, Agent Satisfaction, wait times / ASA, AHT, Repeats
• Customer Operations targets - AHT, Productivity, Quality, repeat call % / First call resolution, contact reduction
• Business Targets - Cease rates, discount spends, re-contract, base growth, sales through service.

The site lead will be fully accountable for the delivery of the overall site performance, supporting the CVM manager to deliver effective and successful performance and results.

The position requires the ability to travel between the Waterford and Cork site.

Key Accountabilities:

• Accountable for the performance and development of the Team Leaders and agents, who may be located remotely, across multiple sites, and /or working from home, supporting an agile working module.
• Manage the performance of Team Leaders and agents to deliver targets Spend. Cease rate, Recontract rate, in addition to KPIs on ASA, AHT, Abandon Rate, Transfer Rate, Repeat Call rate, quality and calls handled volumes
• Review performance and quality, ensure gaps are addressed effectively with clear action plans to deliver performance curves across all KPIs.
• Identify opportunities to improve customer experience, focusing on CES results by agent , team and line of business; drive TLs & agent engagement on the CES , VOC and close the loop process
• Drive a culture of continuous improvement, coaching and quality; ensure performance improvements and quality issues are executed in accordance with PIP, HR and Code of conduct policies and procedure, with coaching, 1 to 1s, Returns to Work and Disciplinary procedures.
• Maintain and improve call centre operations by monitoring system performance; identifying and resolving problems; completing system audits and analyses; managing system and process improvement and quality assurance programs ; identifying and resolving problems
• Collaborate with Training, quality & other support functions as required, provide feedback on gaps or areas of improvement to ensure Agents are best supported from day 1 to in-life
• Work with the Site Lead & Forecasting team and workforce management to ensure a stable performance that achieves KPIs, agree on skill-based routing, load balancing and HOOPS.
• Key stakeholder engagement to ensure the site and the wider customer operations team is kept in the loop and considered in the context of new propositions and new initiatives.
• Work with Customer Experience, GTM, Transformation & Product teams to support and enable goals, ensuring site operations can effectively support business requirements and priorities
• Identify and support opportunities to add value - drive sales through service, self-serve and automation, be opex and cost aware
• Support and drive contact reduction programs, implement programs of performance and productivity improvement.
• Support operational transformation to improve contact center systems and processes - drive a culture of process improvement, influencing change and CX improvement upstream.
• Manage agent attrition levels, support hiring, retention, training, development, and up-skilling of our people, ensuring the contact center is a great place to work.
• Support the development of the brand and the brand values amongst the agent population working with the training and quality teams to deliver best-in-class customer service.
• Support contact center operational strategies, needs assessments, performance reviews, capacity planning, cost/benefit analyses; identifying and evaluating best technologies; defining user requirements; establishing technical specifications, productivity, quality, and CX standards
• Accomplish call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs, calling for repairs, and evaluating and implementing upgrades.
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management
• Ensure daily operations and business strategies are delivered effectively, delivering CES targets and Operations targets in ASA, Productivity, quality and contact reduction.
• Collaboration and engagement with key stakeholders in Customer Operations, CSB and teams across the eir organisation to agree targets and deliverables
• Optimise contact centre delivery model and manage cost to serve
• Become revenue generating and support the creation of a high performing sales through service team.
• Support hiring, retention, training, development and up skilling of our people, ensuring the contact centre is a great place to work with a highly engaged customer-centric, eir proud culture

People management

• Develop and lead a customer and people-centric culture. Ensuring the contact center is a great place to work in an agile working environment. Drive a culture of learning and development, ensuring career development and progression; investing in training, development, coaching, mentoring and providing an environment of continuous learning.
• Manage agent attrition levels, support hiring, retention, training, development, and upskilling of our people.
• Establish a people engagement KPI with the support and input of HR and drive the people engagement initiatives to ensure the most effective reward and recognition programs are adopted.
• Lead and develop all of the team leaders and support staff to ensure that they are competent and confident to develop the overall agent population over time.
• Reward great performance and ensure that each agent is clear as to what great performance looks like, fully support the team in achieving the expected outcome through clear communication and transparency in terms of KPIs.
• Support diversity and inclusion in the workplace, ensuring that each member of the team feels supported and respected.

Business Competencies

Customer Focused

• Verbal & written communication
• Results focused
• Process Improvement
• Solutions focused & problem-solving
• People Management
• Teamwork and collaboration
• Stakeholder Management

People Competencies

• Leadership Skills
• Excellent Oral & written communication
• Influencing and Winning Commitment

Experience

• 5+ years of leadership and management experience
• Track record of enhancing the customer service experience and driving initiatives.
• Experience delivering to service targets
• Experience in contact center and telecommunication industry desired
• Financial Management – the ability to control costs and to identify and manage cost
• Fosters the development of a high performing team

Job Types: Full-time, Permanent

Salary: €44,000.00-€55,000.00 per year

Benefits:

• Bike to work scheme
• Employee assistance program
• Employee discount
• On-site parking
• Wellness program

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Waterford, County Waterford: reliably commute or plan to relocate before starting work (required)

Work authorisation:

• Ireland (required)

Willingness to travel:

• 25% (required)

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