Line Manager - Services

The role of a First Line Manager is to deliver Service Level Agreements and key performance indicators specific to commercial accounts. These include, but are not limited to Average Speed of Answer, Customer Satisfaction, Ticket SLAs, and First Contact Resolution.

Reporting to the Mission's Operations Manager, you will manage Service desks towards the internal targets that drive the KPI's set out by the Senior Mgt team. This is a people management role and will involve motivating teams, helping them to deliver on their IDP and PBC objectives and performance manage individuals where required. You will be required to work closely with the HR Mgrs.
Additionally, managers undertake a good deal of project work not directly associated with the day to day running of the line.

This is a highly responsible job within the Delivery Centre Ireland and will require excellent organisational, people and operational management skills. You will have a broad range of responsibilities. This role will involve significant exposure to significant customers/Accounts and external teams outside the Delivery Centre Ireland.

Monitor team performance to ensure our customer's expectations and
targets are met
Present the performance of the account to the Customer
Lead and participate in ongoing conference calls with our Customer and
Delivery Project Executives and identify improvement areas
Lead and manage project initiatives to improve efficiency
Handle and take responsibility for critical situations; communicating
and working effectively with relevant Customer, 3rd Party Suppliers and
Support Groups
Direct face to face interaction with external customer
Provide on-going leadership, assessment and training within the team,
ensuring both individual and team goals are achieved
Provide on going assistance and guidance to individuals and conduct
evaluations
Assist, develop and deploy call centre resources, procedures and
processes (e.g. QCP, CSAT)
Take the initiative to continuously improve our level of support to our
Customer
Deliver on HR and Business Controls responsibilities
Ownership of the standard metrics, with a particular focus on Service
Level Agreements, Cost and Quality.
Drive to meet all targets set out by Delivery Centre Ireland Senior
management
Provide weekly and monthly service reports to the Delivery Centre
Ireland Operations Manager and the broader senior management team
Establish and maintain excellent working relationships with the
management, team leaders and departments in the Dublin Delivery Centre
Ireland, and with the CSC and DCS executives, Service Management within
ITD Europe, ensuring that Dublin Delivery Centre Ireland is represented
in a professional and excellent manner
Build up knowledge of the Dublin Delivery Centre Ireland service
portfolio.

Operational leadership experience on an existing account is expected.
An understanding of internal targets and relationships
Candidates should be able to manage multiple key leadership tasks while
continually motivating and delivering results through a team of Customer
Service Representatives and Team Leaders.
Fluent command of English.
Experienced, self-motivated individual with experience in leadership,
strong interpersonal skills and ability to think laterally
Ability to learn quickly and to take leadership / ownership /
accountability
Ability to drive customer satisfaction through building awareness within
your own team and the Dublin Delivery Centre Ireland as a whole
Deliver solutions that go beyond the customer's request/expectation and
add significant value
Show ability to lead and execute exceptional project work
Excellent communication, listening and analytical skills
Excellent appreciation of Service Quality, Customer Satisfaction,
Compliance
Demonstrate dedication and commitment to the achievement of customer
service excellence
Ability work on own initiative and to develop a strong team spirit