Contact Centre Manager - AA Euro Group Ltd.

Contact Centre Manager


  • Permanent
  • Cork
  • Reference Code: 02248

AA Euro Recruitment Group

Euro Executive Recruitment are currently looking to find a Contact Centre Manager to manage the operations of an International contact centre which supports customers, professionals and sales representatives across the board.
The organization combines scientific/medical knowledge and communication expertise in order to organize and deliver answers that are meaningful and relevant to customers. Our client strives to deliver answers and solutions through easy and natural interactions that enable people to feel they are genuinely cared for and able to trust them.
The Manager is responsible for daily staff management and leading front-line agents to ensure delivery of answers and positive experiences with customers. This position will continuously coach and monitor the team to ensure individual and team performance goals are achieved. The role liaises with US colleagues and other supplier contact centre management.
US Time Zone working hours 1pm-9pm

Responsibilities

  • Coordinate staff recruitment and effectively manage/develop individuals to deliver objectives
  • Provide support for direct reports, including Performance Management and Development plan
  • Manage daily team operations to effectively achieve individual and team goals
  • Ensures operational goals are met with best in class processes/systems and within compliance boundaries
  • Provide input and feedback to continuously improve daily processes
  • Facilitate meetings to communicate team performance goals and results and general business need
  • Partner with US Workforce Management to ensure staff is properly scheduled to meet customer needs
  • Collaborate with US Medical Operations to ensure answer resources available for the team and delivery of key metrics and business processes
  • Supports US Business Liaisons and Business Operations in building brand relationships
  • Work with Senior Manager and Director to develop and maintain relationships
  • Demonstrate values of Integrity, Excellence and Respect for People
  • Respect peoples expertise and work experience in a way that encourages collaboration, innovation and commitment to a common vision
  • Defines what is and what is not important by making the necessary trade-offs in order to maintain focus on accomplishing the goal
  • Create a safe environment where all team members feel they can share their unique opinions and ideas
  • Support implementation of processes and technologies to maximize efficiency and effectiveness
  • Creates an environment that expects compliance
  • Monitor teams compliance with The Red Book, policies and training
  • Completes all training and associated tests on time
  • Integrate compliance into daily activities
  • Cooperate with investigations, monitoring and audits
  • Respond appropriately to reported and known / suspected compliance violations

Requirements:

  • Bachelors degree or equivalent business experience (for supervision of health care professionals, health care background required e.g., licensed pharmacist, registered nurse, or other qualified health care professional)

Beneficial:

  • Knowledge of pharmaceutical / healthcare business
  • Experience in supervision/people development
  • Experience in a customer contact centre or service team environment
  • High learning agility and organizational skills with ability to be flexible, adaptable, and manage multiple projects
  • Strong customer service orientation and experience

There is a market leading salary on offer for the successful applicant.
Contact Beata Smith e: beata@aaeuro.com t: 021 206 6078 m: 087 136 1780

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