Contact Centre Manager

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  "last_changed_at": "2026-05-30T05:52:45.048Z",
  "active_status": "active"
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  "language": "en",
  "location": {
    "raw": "County Dublin",
    "city": null,
    "region": null,
    "country": "County Dublin",
    "is_remote": false,
    "confidence": 0.8
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  "inferred_at": "2026-06-06T07:53:27.915Z",
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    "location": {
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      "country": "County Dublin",
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  "workplace_type": "on_site",
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{
  "id": "2645593",
  "name": "Contact Centre Manager",
  "office": "County Dublin",
  "keywords": [],
  "schedule": "full-time",
  "createdAt": "2026-05-22T12:30:43+00:00",
  "seniority": "experienced",
  "department": "ROI Contact Centre",
  "occupation": "other",
  "subcompany": null,
  "employmentType": "permanent",
  "jobDescriptions": [
    {
      "name": "Your mission",
      "value": "<br><strong>Reports To </strong>Head of Operations <br><strong>Location : </strong>On Site, Dundrum Dublin 14<br><strong>Employment Type : </strong>Full-time, permanent<br><br><strong>Role Overview</strong><br> The Contact Centre Manager will lead the daily operation of the contact centre, ensuring excellent customer service, strong team performance, and delivery against agreed KPIs and service levels.<br><br><br><strong>Key Responsibilities</strong><br><ul><li>Manage day-to-day contact centre operations across inbound and/or outbound activity. </li><li>Lead, coach, and develop team leaders and agents. </li><li>Monitor performance against KPIs including service levels, quality, productivity, sales/conversion, and customer satisfaction. </li><li>Manage staffing, scheduling, workload, and resource planning. </li><li>Manage escalated customer issues and support complaint resolution. </li><li>Drive continuous improvement in processes, service quality, and efficiency. </li><li>Ensure CRM, telephony, and reporting systems are used accurately. </li><li>Maintain compliance with company policies, data protection, and quality standards. </li><li>Prepare performance updates and reports for senior management and clients. </li><li>Support recruitment, onboarding, training, and performance management. </li></ul>"
    },
    {
      "name": "Your profile",
      "value": "<strong>Required Experience</strong><br><ul><li>Proven experience managing a contact centre or customer service operation. </li><li>Strong leadership and people management skills. </li><li>Experience of managing KPIs, service levels, and operational performance. </li><li>Confident using CRM, telephony, dialer, or workforce management systems. </li><li>Effective communication, reporting, and critical thinking skills. </li><li>Ability to work in a fast-paced, target-driven environment. </li></ul><strong>Key Competencies</strong><br><ul><li>Leadership and team development </li><li>Customer focus </li><li>Commercial awareness </li><li>Performance management </li><li>Problem solving </li><li>Communication and influencing </li><li>Planning and organisation </li><li>Resilience under pressure </li><li>Continuous improvement mindset </li><li>Accountability and ownership</li></ul> <br>This is an excellent opportunity for either an experienced manager ready to take the next step in their career, or an established Contact Centre Manager looking to help lead a busy, customer-focused operation. The successful candidate will develop high-performing teams, drive service excellence, improve operational performance, and play a key role in supporting the continued growth and success of the business.<br><br>INDHP"
    }
  ],
  "occupationCategory": "other",
  "recruitingCategory": "Permanent Employee"
}