FMI - Customer Experience (CX) Operations Lead

Delivering front-line, best-in-class customer care and support to customers, both internal and external, the Customer Experience Operations Lead is a crucial one within the team.

About You

You have a strong sense of purpose and are passionate about providing great customer service. With a strong background in customer service, particularly in a contact centre setting, you will be able to effectively communicate in both a professional and kind manner while also having a knack for listening to and comprehending the needs of customers.

You are comfortable working in a dynamic setting and are skilled at spotting new services that could be valuable and supportive.

You must have between two and three years' worth of accomplishments to show that you have been an effective contact centre leader.

Be a skilled manager of people who can train, develop, and oversee employees' productivity.

Core Responsibilities:

  • Actively demonstrate leadership and role model key competencies.
  • Management of the team through coaching, development, and teamwork
  • Supervision of Team leads and Sales and Customer service agents
  • Balancing the weekly workload for the team ensuring that all tasks are allocated and resolved within the required timeframes
  • Organising and implementing training and development programmes for the entire team including continuous training.
  • Manage the team effectively through the efficient use of all resources, systems, and procedures.
  • Set clear expectations of what high performance looks like through reward and recognition and manage underperformance consistently.
  • Management of daily workflow, employee productivity, and demand-driven resource allocation
  • Monitoring performance against KPI’s and preparing daily and weekly reports
  • Preparing rosters and managing annual leave.
  • Positively lead and encourage idea generation amongst the CX Representatives to deliver improvements and results.
  • Work with the Quality & Compliance Team to manage breaches and complaints putting action plans in place and making improvements.
  • Management of customer services escalations.
  • Identifying recruitment needs with the Head of Operations and work with the Talent Acquisition team to select and onboard new team members
  • Manage ad hoc projects that may be required for the business.

Qualifications and Critical Skills:

  • 3rd level degree qualification ideally.
  • At least 2-3 years’ experience in a similar role
  • Strong communicator, with the ability to communicate effectively at all levels of the organisation to achieve results
  • You will be a critical thinker who is data driven and possesses strong analytical skills.
  • Must Possess strong IT skills – experience with a suite of programs such as SAP, Personio, Moodle, Hub spot is advantageous

Along with compensation and role advancement, this position offers a competitive wage. You will have the opportunity to work with a group of people that are enthusiastic, varied, and driven and with leaders who will encourage you to do your very best work.

  • €42,000 PA +Bonus
  • Phone
  • Laptop
  • Healthcare

Please submit your CV to Majella Flynn Operations Manager FMI - majella.flynn@fmi.ie