Night Operations Manager – Poker – Ireland

Job Description

Overall purpose of role:

This role presents an exciting and dynamic opportunity to play an integral role in the running of an established contact centre. This role is also responsible for ensuring that the shift of CSRs and their associated Supervisor is managed for optimal efficiency and effectiveness.

The Operations Manager will ensure effective scheduling, troubleshoot customer inquiries and complaints that cannot be solved at the CSR or Supervisor Level, and work with systems and technologies to analyse trends and make suggestions to deliver on the organisation’s business objectives of being the #1 poker call centre in the world.

Responsibilities/Accountabilities:

• Works with partners throughout the Customer Service network to drive performance, productivity, quality, and cost objectives for the site
• Directly responsible for the development and career advancement of the call centre team on the night shift
• Provide support and coaching within the areas of staff development, call centre scheduling, resource management, and ensure disciplinary process is aligned and consistent with the standard operating procedures
• Serve as a liaison for Human Resources issues for the department to ensure matters are resolved effectively, encompassing performance appraisals, recommendations, and terminations
• Monitor operations and personnel to ensure compliance with all regulatory procedure are implemented
• Perform other special duties or assignments as requested or required by Executive team
• Utilise existing technology to analyse trends and work with the Supervisor to create reports and analytics monitoring of customer support
• Troubleshoot software support to ensure all systems are up and running to support customer service
• Act as a liaison with tech services to ensure all issues are reported

Skills/Experience required

• Operational Management experience including a minimum of 5 years of Contact Centre experience within a multilingual environment
• Experience within a multi or bi-lingual call centre environment essential
• Knowledge of customer privacy guidelines
• BA required, preferably in a Business or relevant field.
• Experience in troubleshooting software and working in a high tech environment
• Proven track record of managing in a small to midsize call centre environment
• Excellent written and oral communication skills
• Good understanding of core technology applications such as Email, Word, Excel
• Preferred knowledge of scheduling software, SQL, and other database applications
• Excellent ability to lead, engage, motivate and provide superior customer service
• Flexibility in hours and shifts required

**Please note that this role will involve shift work**