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View Cache (Job ID 13862764)
Employer CPL
Job Title Service Manager

Service Manager



Our client, a leading Global company who are recruiting a Service Manager to join their team in Cork. Reporting directly to the site lead this is a new position to deal with continuing expansion of the business.


  • Lead a team managers and an overall team of 100+
  • Provide guidance to and mentor all levels of management throughout the organisation
  • Build and adhere to SOPs in order to drive operational excellence
  • Develop employees and engage in succession planning at all levels across all teams
  • Ensure high volume productivity while maintaining high quality standards
  • Operate in accordance with the organisational values and protect the brand globally
  • Create, manage and maintain clear KPI metrics for the business unit
  • Drive process improvement in SLAs and achieve operational excellence
  • Analyse key issues in the business and proactively address them
  • Drive operational efficiency while improving customer experience


  • 5+ years’ experience in a similar management role, preferably managing teams of managers (Essential)
  • Experience in a BPO/Call Centre/Shared Services environment or similar is essential.
  • Third level degree in a related area, MBA is an advantage
  • Project management experience (Six Sigma/Lean is beneficial)
  • Strong leadership and coaching skills with direct people management and employee development experience
  • Demonstrated ability to thrive in a target driven environment
  • Previous experience working in a matrix organisation managing teams of over 100 people (Essential)
  • Excellent communication and interpersonal skills
  • Flexibility to support business needs and the adapt to a changing environment
  • Proven success in operational management and driving change
  • Confidence to suggest and implement process improvements and challenge senior management where appropriate
  • Reasonable knowledge of HR practice and employment law
  • Experience with a CRM system
  • Fluency in another language is an advantage

For more information on this role please send your CV to or call Avril Downey on 021 4626121 for a confidential discussion.

This job originally appeared on
Location Cork
Date Added 10 days ago
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