Job Details

Customer Support Manager

The successful Manager will lead, manage and motivate a team of customer support team leaders, and telephone based support executives, to deliver a breathtaking customer experience to over 30,000 customers in Ireland.

There will be 5 team leaders reporting into this role, and they will have technicians of between 7 and 12 reporting into them.

Principal Accountabilities

- Develop and execute strategic plans and objectives that will consistently deliver a breathtaking customer experience. Develop business plans and manage delivery of the service within agreed headcount and budget

- Develop and execute strategies and plans to improve the support contract retention level.

- Co ordinate the planning, management and measurement of customer support area ensuring all quality targets and objectives are achieved

- Lead, coach and mentor the customer support team leaders so that they feel empowered to deliver a breathtaking customer experience.

- Complete monthly one to one’s and appraisals with the customer support team leaders in an effective and timely manner


Knowledge/Skills/Experience

- Strong call centre/ contact centre experience
- 3-5 years people management experience
- Strong customer service experience
- Influencing skills, previous experience of influencing at management level both within and outside function
- Business change, previous experience of successfully delivering business change in a contact centre - Enthusiastic and self motivated

- If this role is of interest to you please send in an updated CV to lorraine@eolas.ie and I will call you to discuss in more detail.

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