Contract - Fixed Term


H W Central

Kilkenny, County Kilkenny, Ireland

Role Title: Workforce Customer Service Operations Manager 
Role Location: Kilkenny/Dublin (this role comes with a hybrid working environment)

This role is a CF7 function role in accordance with Central Bank rules 

We are seeking a Workforce Customer Service Operations Manager  on a temporary basis for 18 months to lead our contact centre Workforce management team. This team is critical to ensuring that our contact centre is performing optimally and enabling our sales and services teams to serve our customers in their channels of choice. The workforce management team are responsible for all aspects of workforce management, building channel demand-forecasting models, capacity planning, scheduling of all teams, real-time monitoring and providing the appropriate governance and reporting on performance. In the next 18 months, it is anticipated that this team will undergo a transformation as we rollout new technology and services to our customers.
The successful candidate will bring with them in-depth experience in workforce management, leading out best practise and developing teams. They will have strong stakeholder management and use data and analysis to drive outcomes. They will be a leader that can roll up their sleeves to support the team and will be comfortable driving change and bringing their team with them.

  • Attractive Benefits package- details on request

Role Purpose
  • Day to day operational execution of workforce management
  • Embed best practise contact centre planning and governance
  • Support the redesign and transformation of the team as we evolve our workforce management to meet business needs
  • Establish appropriate plans to ensure service Level delivery in all channels
  • Build and adopt forecasting models for the changing demand, technology, and customer engagement channels
  • Lead and work with Key stakeholders on operational planning and business readiness
  • Delivery of operational & budget reporting according to agreed schedules
  • Use a data driven approach to generate analytical insights including productivity, forecasting accuracy, what ‘high performance’ looks like across all Key metrics
  • Adopt reporting tools like Tableau as standard to produce and present on regular performance reports and metrics for all stakeholders
  • Support the development of the workforce management team through training and enhancement of skills and technical toolkit.
  • Design and implement improved processes for performance monitoring, evaluation and reporting against operational and commercial plans 
  • Continuous improvement focus through analysis and use of data to make recommendations to support business strategy and improving performance and customer experience.

Education & Experience
  • Third Level Degree in a business or technical discipline
  • 3 + years proven experience leading on workforce management and managing teams
  • Proven experience building and managing relationships with partners and stakeholders.
  • Demonstrates a strong customer focus and a sound commercial awareness
  • Demonstrates strong Influencing and negotiation skills
  • Proven experience in managing change and developing solutions to ensure continuous improvement and achieve results
  • Comfortable dealing with stakeholders at all levels of the organisation
  • Experience developing and implementing performance evaluation and planning methods and tools
  • Analytical and pragmatic with the ability to interpret and present complex data to solve business challenges
  • Demonstrate alignment with the VHI Values

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Reasonable Accommodations
Our commitment is to make any reasonable accommodation for you in the recruitment process to give you the best opportunity to perform to your optimum in the application, test, and interview process.