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.

Main responsibilities:

  • On-site and remote, direct client interaction including training, meetings, calibration calls, gatherings, workshops, and seminars/
  • Develop thorough knowledge of client’s products and services
  • Analyse data to identify and forecast client trending in conjunction with management team
  • Create realistic and actionable items for client
  • Deliver business solution recommendations to client through effective use of internal data such as tasks and high level KPI reports
  • Utilize testimonial tasks
  • Create reference material to communicate product specials, promotions, changes, etc. for Customer Solutions Specialists
  • Develop client monthly recaps and quarterly business reviews
  • Participate in client monitoring sessions and call calibrations
  • Compile and deliver affiliate data for initial account set up and forecasting
  • Work within Operations to deliver what is required by the client
  • Demonstrate energy, empathy, and problem solving skills while delivering outstanding service to our clients
  • Others duties as related to the position

Essential Requirements:

  • Experience in a client management facing role – this is an essential requirement
  • Experience in managing others – this is an essential requirement
  • Ability to motivate and lead team in an ever-changing business
  • Ability to work in a fast paced environment
  • Responsive with the ability to deliver results on time & in a professional manner
  • Strong interpersonal skills
  • Strong verbal communications skills including diction, grammar and tone
  • Able to handle confidential information
  • Self-motivated strategic thinker, who is able to react and adapt as per the clients circumstances.
  • Upbeat, consultative demeanor, combined with a high energy level.

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  emma.reynolds@emeraldcontactcentre.ie

 

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:

  • Using existing procedures to solve routine or standard customer inquiries; receives instruction, guidance and direction from others as needed;
  • Navigate through appropriate customer service systems and tools in a timely manner while servicing the customer (CRM application is the primary tool);
  • Maintain quality scores and call center metrics;
  • Inform customers of promotions and new or upgraded products;
  • Explain product options and related charges clearly and concisely;
  • Maintain a high level of first call resolution and quality assurance.

What we need from you:

  • 1-2 years prior customer service experience – essential
  • Leaving Certificate (or equivalent)
  • Strong verbal communications skills including diction, grammar and tone – essential
  • Ability effectively and clearly communicate with customers under circumstances requiring tact and diplomacy
  • Self-motivated, upbeat, consultative demeanor, combined with a high energy level
  • Ability to handle confidential information
  • Ability to navigate multiple applications / systems in several environments.

We have part time & full time positions open

Send your CV to careers@emeraldcontactcentre.ie

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.

 

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