Program Owner (Manager)
Emerald Contact Centre (ECC) based in Waterford City, is focused on providing superior customer service support for our clients. Our clients, who are part of The Agora Companies, provide networks of health and investment information to our customers around the world.
We are currently looking for a Program Owner for our operations team, on a permanent and full time basis, based in Waterford, reporting to the company senior management team. The primary function of the Program Owner is to act as a business partner between both call centres (US & Irl) and our clients. This role will involve daily interaction with our US counterparts.
The Program Owner will act as the liaison for both our call centres and its business clients. They will be required to circulate accurate information regarding client’s accounts, and to align client’s business needs with both centre’s services.
This person will manage a number of onsite supervisors (specialist managers) in both centres ensuring SLA’s and KPI’s are met.
The successful candidate would be our clients’ subject matter expert on customer services and be able to promote established ideas and business solutions that we can provide to support our clients businesses. This person will be solely responsible for all aspects and performance of the programme.
Note: this role is primarily supporting US clients therefore the US working hours / shift will apply such as 1 -9pm, 2-10pm, 3-11pm & 4-12pm.
We offer a competitive package to the right candidate, Defined Contribution Pension, onsite free parking, and regular wellbeing initiatives in a supportive and ambitious environment.
Interested and qualified applicants please submit CV and cover letter to
Emma Reynolds, HR Director Emerald Contact Centre email@example.com
Customer Solutions Specialist
Emerald Contact Centre (ECC) based in the Waterford Business Park, Cork Rd, Waterford, is focused on providing superior customer service support for our clients. Our clients provide networks of health and investment information to our customers around the world. Customers can purchase supplements & health products, books, newsletters, attend seminars and receive free electronic newsletters on topics of interest to them. ECC employs people who are incredibly driven and passionate about providing outstanding service to the customer.
Our Customer Solutions Specialists are responsible for providing quality customer sales and service via phone by utilizing exceptional communication skills.
Strong attendance, performance and adherence to policies are not a desirable, they are an essential here. We take this seriously. In return, we can offer a relaxed environment, supportive managers, open door policy, along with a competitive salary, pension scheme, free onsite car parking, employee reward incentives and many employee wellbeing initiatives.
Hours of work for full time roles will be across 5 days ranging from 1pm start to 12am finish. Part time roles are available and can be across 3-4 days per week.
What you will be doing:
What we need from you:
We have part time & full time positions open
Send your CV to firstname.lastname@example.org
Confidence can sometimes hold us back from applying for a job. But we’ll let you in on a secret: there’s no such thing as a ‘perfect’ candidate. Emerald is a place where everyone can grow. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.