Manager Answer Centre – Spanish speaking Contract Full Time

***12 months fixed term contract with possibility of extension

***Location: Cork, Ireland

Responsibilities:

• Coordinating staff recruitment and effectively managing and developing individuals to deliver objectives
• Providing support for direct reports, including Performance Management and Development plan
• Providing feedback and coaching on individual performance through metrics and scorecards
• Monitoring agents, providing feedback and coaching to ensure contact consistency standards and the average monitoring scores meet or exceed established standards
• Managing daily team operations to effectively achieve individual and team goals
• Assigning individuals to day-to-day activities and provides team resource
• Ensuring staff is properly scheduled to meet customer needs
• Collaborating with Reporting colleagues to ensure metrics available for performance purposes
• Partner with Learning and Quality colleagues to ensure staff qualifications, manage training needs, participate in calibration sessions
• Supporting Business Liaisons and Business Operations in building brand relationships
• Supporting projects as needed to improve company performance
• Attending meetings that support management of the contact center business
• Creating and contributing to an environment that creates enthusiasm and accountability for satisfying customer needs
• Creating a safe environment where all team members feel they can share their unique opinions and ideas

Requirements:

• Bachelor’s Degree or National Framework of Qualifications Level 7 (aligned with supervisory role) ) in a medical field
• Experience in supervision/people development
• Fluency in English and Spanish verbal and written forms
• Knowledge of pharmaceutical / healthcare business
• Experience in a customer contact center or service team environment
• Ability to manage individuals to ensure compliance with industry, regulatory, and customer requirements
• Ability to manage multiple projects
• Strong customer service orientation and experience
• Proficient computer skills for database and reporting
• Ability to achieve results through people
• Capable of problem solving and conflict resolution