DPD Ireland Contact Centre Manager

DPD Ireland’s Contact Centre Manager is responsible for the successful operation of DPD Ireland’s Customer Services Operations. As the country’s largest dedicated parcel carrier, collecting and delivering up to 250,000 parcels on a daily basis, the quality of service and support we provide our customers and consumers is key.

This role provides leadership and support to the Customer Services Operation, ensuring that optimum service levels are met and customer satisfaction maintained at all times. This is a fast paced, dynamic environment with tight deadlines, high service level requirements and an extremely broad customer base.

Responsibilities

  • Management of daily workflow, staffing productivity and allocation of resources in line with demand. The business operates across 7 days although currently the Contact Centre Team operate across 6 days.
  • Continuous review, evaluation and improvement of processes to assure operational efficiency and positive customer experience
  • Daily, weekly and monthly reporting on department KPIs include contact throughput, case resolution, contact deflection etc.
  • Analysis of contact centre data, identification of areas for improvement, recommendation and implementation of solutions; management of set targets reflecting required service level
  • Ensuring the effective operation of all contact centre related tools – communications system, CRM and other customer support systems. Development of improvements to same to better support the operation.
  • Benchmarking against customer services best practices and ensuring that DPD's operations reflect these
  • Leadership of team – team management, mentoring and development.
  • Management of customer services escalations
  • Liaison with all areas of the organisation which have an impact on customer experience

The above list is not an exhaustive list of duties. You will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.

Candidate Requirements

  • Have a 3rd level qualification in a relevant discipline
  • Have 3-5 years' experience in a Contact Centre Management role, with evidence of achievements
  • Be an experienced people manager who can coach, train and develop staff and manage productivity
  • Be able to prioritise and control the team workload, while ensuring optimum performance.
  • Have strong knowledge of SLAs and KPIs and measurement procedures appropriate to a contact centre environment
  • Be self-motivated with the ability to work independently under pressure in order to balance conflicting deadlines and priorities
  • Be a strong communicator, with the ability to communicate effectively at all levels of the organisation to achieve results, and influence and negotiate with a diverse customer base.
  • Be totally committed to excellence in customer service, with a proactive, can- do attitude, and a flexible approach.

Application Process

To apply for this role please click here

Closing date for receipt of applications is Wednesday, 24th March 2021