Workforce Manager Corporate Business Support Dublin North, Swords
- Dublin
- €75,000-80,000 per year
- Permanent
- Full-time
Department: Customer Contact Centre
Reports to: Head of Contact Centre
Location: Dublin-based with occasional international travelRole Purpose:
This role is responsible for the global workforce planning and real-time contact management across six international customer contact locations, covering voice, messaging, social, email, and back-office functions.
The CCC Workforce Manager will ensure service levels are met across pre-trip, trip, and post-trip interactions, manage disruption response, and oversee staffing allocation minute-by-minute. Operating in a fast-paced, dynamic environment, the role involves collaboration with internal and external partners, and may require out-of-hours work and international travel.Key Responsibilities:
- Forecast and schedule staffing needs across all contact channels and regions.
- Monitor and adjust real-time resource allocation to meet service levels.
- Manage demand fluctuations, including during disruption or emergency events.
- Collaborate with Command Centre and tech platforms (AWS, Verint, Conversocial, etc.) to align resources.
- Oversee global case handling across systems (e.g., Astral, Estute).
- Track and report on agent adherence, occupancy, productivity, and performance.
- Lead operational readiness planning and contingency simulations.
- Provide daily/weekly/monthly performance reports and insights.
- Support contact centre partners with scheduling and performance management.
- Third-level degree in Business, Economics, Commerce, or equivalent experience.
- Proven experience in workforce management within a large contact centre.
- Strong people management and stakeholder engagement skills.
- Hands-on knowledge of contact centre tools (AWS, Verint, telephony platforms).
- Advanced proficiency in Excel and reporting tools.
- Excellent analytical, communication, and problem-solving skills.
- Flexible, proactive, and capable of working independently and in teams.
- Working Hours: Full-time; flexibility required for disruption support.
- Salary €75k-€80k plus benefits
- Travel: Occasional international travel to contact centre locations.