Front Line Management

Date:
05.12.2018
Forecasting & Planning Manager - Eir

Reporting directly to the Director of Customer Support the Forecasting and Planning Manager is responsible for working with multiple partners across eir Consumer & SMB business teams to deliver valuable insights that drive the forecasting process for the Operations Centres.  This role is also responsible for developing capacity modelling to identify constraints and workforce management requirements in an effort to meet operations business plans/objectives.  This position will work closely with the Customer Operations Managing Director and Operational site leaders to understand the strategic direction of the operation and how the forecasting and capacity planning process will support growth and overall performance. The position must establish and maintain strong relationships that will allow an effective working relationship with all levels of employees & management from multiple departments and multiple sites.

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Date:
19.09.2018
Customer Service Manager - Open 24 Permanent TSB

The purpose of the Customer Service Manager is to lead, manage and motivate both customer service agents and team leaders. Support the department in the achievement of all key contact centre performance metrics. Constantly seeks ways to improve efficiency and effectiveness of the service team. Deliver sales results through maximisation of the service plus agenda. Demonstrates a clear commitment to risk management and ensure the department is compliant and ethical in all we do. Be a customer advocate and ensure that all customer voice and digital service interactions result in conversations that add value by meeting both customer and business needs. Embrace new ways of doing things and support our Omni-channel approach for customers across phone, online, mobile, social media, and web-chat.

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