General Manager

At Capita, we are a leading global outsourcing company dedicated to delivering exceptional services and solutions to our clients. If you are passionate about making a difference and thrive in a dynamic environment, we would love to hear from you.
We're recruiting for a General Manager to join us on a full time, permanent basis.
This role is hybrid, working at our office in Little Island, days to be confirmed.

Job title:

General Manager

Job Description:

Job Title: General Manager

Location: Hybrid – Little Island

Hours: 40 Hours - Flexibility Required

Overview of the Role: The General Manager will be responsible for overseeing multiple accounts within a call centre environment. This role involves managing high-profile relationships with senior client management and internal stakeholders, ensuring the contact centre operations deliver the required performance, and being committed to delivering a great customer contact experience.

Main Duties/Responsibilities:

• Deliver exceptional results through clear, strategic direction and objective analysis.
• Manage key client relationships and ensure contracted service levels are met.
• Drive profitable results by developing the team through motivation, counselling, skills, and product knowledge development.
• Develop a standardised reporting format for internal and external customers.
• Plan and implement specific evaluation methods outlining the expected responsibilities and performance standards for each team member.
• Work with Account Leadership team, Operations Directors, and Heads of Finance to ensure schedule efficiency, utilisation, adherence, and productivity.
• Analyse client-specific information and requests, including data insights, long-term forecasts, and communication strategies between clients’ own and Capita call centres to improve business efficiency.
• Manage redeployment processes and utilisation of resources across the business to ensure optimum efficiency.
• Identify and implement standards for customer service methodology.
• Work alongside the financial team to finalise budget assumptions and future resource requirements for existing clients to enable Commercial and Operations to agree on yearly budgets and/or reforecast.
• Working alongside Finance team generate PO’s for maintenance of suppliers
•  Working alongside Finance to submit Payroll & Audits
• Accountability for the accuracy of key planning outputs.
• Coach and mentor the team for success
• Be innovative, share ideas and drive improvement in process, People and Technology
• Drive and share best practice internally and externally
• Adhere to all L&D and HR processes
• Ensure all relevant internal and external guidelines, policies and procedures are adhered to and promoted

This list is non exhaustive, and duties may change to reflect the changing needs of the business.

Experience and Attributes Required:

• Proven experience in managing call centre operations.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to analyse data and make strategic decisions.
• Experience in client relationship management.
• Knowledge of budget management and financial planning.
• Proven ability to consistently achieve and exceed client expectation
• An extensive background and a proven track record of managing and driving targets and SLA’s
• Collections experience along with the ability to use the Genius dialler to drive efficiency
• Highly organised with a systematic approach to work and excellent attention to detail
• Possess ability to think strategically in a fast paced, high energy and changeable environment
• Experience in using multiple call centre management systems and tools
• Excellent presentations skills
• Receptive to change with the ability to manage changing priorities

If this role is of interest, please click apply and we'll be in touch.

Location:

Little Island

,

Ireland

Time Type:

Full time

Contract Type:

Permanent