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FmiROI Contact Centre

Contact Centre Manager

County Dublinonsitemanager

via Personio

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About this role

Your mission Reports To Head of Operations Location : On Site, Dundrum Dublin 14 Employment Type : Full-time, permanent Role Overview The Contact Centre Manager will lead the daily operation of the contact centre, ensuring excellent customer service, strong team performance, and delivery against agreed KPIs and service levels. Key Responsibilities Manage day-to-day contact centre operations across inbound and/or outbound activity. Lead, coach, and develop team leaders and agents. Monitor performance against KPIs including service levels, quality, productivity, sales/conversion, and customer satisfaction. Manage staffing, scheduling, workload, and resource planning. Manage escalated customer issues and support complaint resolution.…

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What we'd score you on

reqspace match rubric

Five dimensions, recruiter-grade. Upload your resume and we'll generate a written explanation of where you fit and where the gaps are.

1

Skills match

For this role: teams

2

Level fit

This role is manager-level. We check your trajectory against it.

3

Domain experience

Your work in the role's domain matters more than your years total. We weight recent and direct experience.

4

Recency

A skill you used last quarter weighs more than one from five years ago. We grade on recency, not lifetime.

5

Location fit

This role is based in County Dublin. We weight your proximity and willingness to relocate.

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Skills in this role

Pulled from the job description. These are the keywords we'll weight when scoring your fit.

teams

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