Customer Service/call centre MANAGER

Job Locations IE-Galway
Job Post Information* : Posted Date 3 months ago(12/7/2017 11:32 AM)
# of Openings


As the Order Management Coordination Manager you will be responsible for leadership and daily management of  the Multinational Transactional Order Management Coordination team.

You will have to support the team to achieve operational targets, manage escalations`& resolve issues, to drive customer satisfaction from order to delivery and timely revenue recognition; drive continuous improvement through proactive communication with both internal & external customers.

You will also be responsible for improving OPCT (order processing cycle time)  as well as working with other internal departments to improve on time delivery inclusive of management of OTD metrics like OTDS , OTDO, CMA & Credit Claim resolution along with customer satisfaction.

This is key strategic position to support IT transactional organization within the IT Business. You will need to deliver best in class Order Management Service by working closely and cross functionally with Sales teams within EMEA region, Sales management, Supply Chain, Finance, Logistics, Project Management, OM Operations Excellence teams etc in the execution of the day to day operations.


  • Degree educated in relevant discipline
  • Excellent communication, people & performance management skills, 
  • Be proactive,
  • Exhibit strong leadership qualitties.
  • You will need to have strong organization skills and be experienced in issue, quality & change management.


70%  >  Lead, manage & motivate OM Coordination team:

  • To act as an interface between the team and Management.
  • To act as the escalation point for the resolution of any issues which the team /  sales team on a day to day basis. Ensure operational duties, including managing emergecy situations in the team
  • To supervise the implementation of all operational tasks as set by the Order Management Operations Director and report on their completion
  • Work with the other OM teams to better support our customers – through improved communication etc
  • Complete appraisals and performance reviews for team members.


20%  > Continuous improvement. Identify, contribute to, develop & implement operational plans and strategies to maximize the performance of the team from the customer perspective. Analyze deviations from targets and predictions and generate ad-hoc and standard reports.


10%   > Coordinate transversal action plans with other functions involved (finance, supply chain, quality etc..) aimed at improving our performance & customer satisfaction


Your Secondary functions:

  • Review / approve holiday requests
  • Review Sickness / absenteeism rates within the team
  • Escalate issues that need support from management as early as possible to minimize impact on customer order
  • After hours support as required plus additional tasks as assigned by management on a case by case basis, including but not limited to, chairing relevant meetings, creation of relevant reports/ presentations etc…
  • Develop individual & team goals
  • Interview& hire staff as required.


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