Contact Centre Manager

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.
• Drive continuous improvement in processes, service quality, and efficiency.
• Ensure CRM, telephony, and reporting systems are used accurately.
• Maintain compliance with company policies, data protection, and quality standards.
• Prepare performance updates and reports for senior management and clients.
• Support recruitment, onboarding, training, and performance management.

Your profile

Required Experience

• Proven experience managing a contact centre or customer service operation.
• Strong leadership and people management skills.
• Experience of managing KPIs, service levels, and operational performance.
• Confident using CRM, telephony, dialer, or workforce management systems.
• Effective communication, reporting, and critical thinking skills.
• Ability to work in a fast-paced, target-driven environment.

Key Competencies

• Leadership and team development
• Customer focus
• Commercial awareness
• Performance management
• Problem solving
• Communication and influencing
• Planning and organisation
• Resilience under pressure
• Continuous improvement mindset
• Accountability and ownership

This is an excellent opportunity for either an experienced manager ready to take the next step in their career, or an established Contact Centre Manager looking to help lead a busy, customer-focused operation. The successful candidate will develop high-performing teams, drive service excellence, improve operational performance, and play a key role in supporting the continued growth and success of the business.#### About us

FMI is a diverse business specialising in Field Management, Brand Management and Distribution and Contact Centre services across multiple sectors including FMCG, Drinks, Utilities, Telco, and Government. Our teams have been representing leading brands in Ireland for over 30 years.

We value our employees and help them grow through training and development opportunities. Our onboarding process sets you up for success, whether you're based in Dublin, Belfast, or out in the field. If you're passionate and enthusiastic about your career, FMI is the place for you.