Ryanair - Customer Operations Manager
Ryanair - Customer Operations Manager
Ryanair, Europe’s largest airline, is looking for an ambitious, driven and hardworking professional to join Europe’s busiest customer service team as a Customer Operations Manager.
At Ryanair, we owe our success to the efficiency of our organizational processes. To help maintain and grow this standard, we’re seeking an experienced operations manager to oversee daily activities. As an ideal candidate, you’ll have a sharp business acumen and proven success managing multiple departments toward maximum productivity. You’ll be highly skilled in human resources, finance, and Contact Centre management.
Additionally, you’ll display a proven ability to develop and maintain an environment of trust, diversity, and inclusion within your team. Your ultimate responsibility is to increase our operational efficiency in the Contact Centre and inhouse operations teams.
An ideal candidate, must have a customer first outlook, demonstrate excellent interpersonal and communication skills (both written and verbal); have a strong knowledge of contact centre management, have excellent organisational and time management skills and have the ability to produce and publish performance report and updates across all reporting platforms.
Objectives of this Role
• Maintain constant communication with management, staff, and vendors to ensure effective operations, performance delivery, KPI adherence.
• Develop, implement, and maintain quality assurance protocols that delivery the target CSAT across the agent population
• Grow the efficiency of existing organizational processes and procedures to enhance and sustain the organization’s internal capacity to scale to 225 Million customers.
• Actively pursue strategic and operational objectives that fit with the goals of the organisation.
• Ensure operational activities are delivered on time and within a defined budget
• Track staffing requirements, hiring new employees as needed and working with the vendor partners to ensure their resource plans are on track and timely to ensure great service level performance.
• Support the New Skies help desk manager in delivering excellent communication’s with airports and passengers 24/7.
Daily and Monthly Responsibilities
• Lead, motivate, and support a large team within a time-sensitive and demanding environment, including setup and implementation of clear goals and objectives for all direct reports
• Manage timely data collection to update operations metrics to achieve productivity targets, reduce cost per unit, eliminate errors, and deliver excellent customer service
• Partner with the digital team to explore ways to improve the proprietary tools and systems used within Ryanair CS department. Push the agenda for the customer in relation to innovation in customer lead efficiency.
• Work closely with legal and safety departments to make sure activities remain compliant with operations
• Conduct budget reviews and report cost plans to upper management
Skills and Qualifications
• Bachelor’s degree in operations management, business administration, or related field
• 3+ years’ proven experience in an operations management position
• Strong budget development and oversight skills
• Excellent ability to delegate responsibilities while maintaining organizational control of branch operations and customer service
• Highly trained in conflict management and business negotiation processes
• Knowledge of general business software and aptitude to learn new applications; proficiency in Microsoft Office (Word, Excel, Outlook) Preferred Qualifications
• General comprehension of stats, numbers, commercial and vendor management in a contact centre environment either inhouse captive or outsourced partner.
• Bilingual communication skills (advantage, but not essential)
Please apply via this link