Offshore Manager

Three Ireland (Hutchison) Limited

3d • Hybrid

About The Position

Three Ireland is seeking an experienced Offshore Lead who can support us in delivering an effortless customer service experience from our teams offshore across voice & messaging touchpoints, working closely with our wider commercial teams to deliver a connected and effortless omni channel experience on all customer interactions. The offshore lead will be responsible for the management of the operation and the delivery of core KPI’s across both Service, Sales, and Retention activities.
In this role, you will be responsible for developing and managing relationships with our outsourcing partners, as well as overseeing the day-to-day operations of our outsourcing team. The ideal candidate will have a strong background in project management, vendor management, and process improvement. They will also have excellent communication and negotiation skills, as well as the ability to work effectively with cross functional teams. Offering an exceptional Service is everything for us at Three Ireland and differentiates us from other operators in the market. The voice of our customers is heard and acted upon across the organization, this role will lead and facilitate that ethos.

Requirements

• Effective communicator: excellent verbal and written communication skills with ability to convey messages in a clear and efficient manner.
• Highly impactful individual with strong track record in developing partner strategies in a similar role within the telecoms space.
• Strong relationship management skills and ability to operate across multiple teams & disciplines.
• Proven team working skills with ability to develop and motivate a high-performance culture.
• Commercially astute and able to lead customer experience driven operations.
• As the role requires management of a diverse range of internal stakeholders and third-party suppliers exceptional interpersonal, networking, negotiation and influencing skills are essential.
• Proven track record of driving change and results in a call centre environment.
• Ability to analyse data, identify trends, and make data-driven decisions.
• Ability to work in a fast-paced environment and handle multiple priorities
• Bachelor’s degree in business or related field
• 7+ years of experience in contact centre vendor management
• Proven experience managing outsourced vendors and service providers
• Demonstrated ability to manage multiple projects simultaneously and meet deadline

Nice To Haves

• Level 5 certificate in Contact Centre Operations (an advantage)

Responsibilities

• Accountable for contributing to and driving the strategy and measurement of customer experience for Three Ireland, driving and supporting the delivery of a best-in-class experience.
• Lead a small team of SME to drive customer experience and the achievement of business goals.
• Ensures service and sales targets, SLA’s and KPI’s are continually reviewed, and expectations are met with optimum levels of quality & service delivery.
• Embed a performance culture, framework, and review processes to achieve service levels and improvements against set targets.
• Management of vendors across inhouse and offshore service models.
• Represent the needs of our customers on both internal and external projects.
• Contribute to the design and implementation of Change Programmes and Projects which impact the contact centre.
• Building and maintaining effective internal and external stakeholder relationships.
• Maintains open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.
• Work with the Resource & Budget Planning team to ensure the most effective resource plans are developed and achieved combined with delivery on our oPex targets

Benefits

• Flexible working with our new Hybrid model, our employees will enjoy more flexibility working from home and our Limerick / Dublin office (3 days per week office based).
• Competitive salary, annual performance bonus & pension contribution
• 25 days holidays plus 2 company days
• Annual Leave buy or sell (buy or sell up to 5 days AL each year)
• Healthcare Insurance through our flexible benefits programme
• Life assurance, phone & laptop, subsidized canteen
• Access to learning & development tools
• Free on-site parking

What This Job Offers

• Job Type: Full-time
• Career Level: Manager