Operations/Process Transformation Manager - Customer Operations

Ryanair, Europe's largest airline, is looking for an ambitious, driven and hardworking professional to join Europe's busiest customer service team as a Senior CX and Quality Manager to support the performance management of the contact centre operations within Ryanair.

At Ryanair, we are focused on growth with ambitions plans over the next number of years. As part of this growth story, we need to ensure that our quality processes and compliance processes are right sized and fit for purpose, we also want to introduce to the wider vendor teams a standard knowledge management tool that supports seamless agent training.

To ensure we have the right skills on the team we are seeking to recruit an experienced quality, compliance and knowledge management resource. This person will report into the Head of CS operations in the day-to-day management of the outsourced contact centre business partners, ensuring that we deliver a standard set of procedures, quality framework, KM tool and way of working that ensures the CX across calls and chat channels is standard and straightforward.

The ideal candidate will have several years in a similar role, responsible for managing quality and compliance in another industry or in the contact centre/BPR environment. The candidate will have to be able to adapt quickly to a changing environment and be passionate about travelling, outsourcing and overall improving agent efficiency and productivity.

This role is also key to driving the kinds of operations transformation initiatives that can deliver automation solutions, reduce contact volume and increase self-service.

Ryanair as a leader in customer self-service with an unapologetic attitude to our customers in relation to how we want them to interact with us, we need a leader in this role who is thought provoking and creative in relation to processes and system optimisation.

Objectives of this Role

• Develop a Knowledge Management system and set of processes that optimises the contact centre agents in relation to their daily tasks
• Put in place a governance framework around quality and compliance that reduces risk, improves FCR, improves agent skill and capability and overall optimises agent performance
• Support the contact centre training team in delivering the most effective training programmes using up to date technology and learning methodologies.
• Develop the correct reporting and insights to facilitate quick decision on agent performance, compliance and fraud risks.
• Maintain constant communication with management, staff, and vendors to ensure effective operations, performance delivery, KPI adherence, specifically as they relate to quality and compliance
• Put in place a contact calibration model that is capable of scaling to 10 - 15% of weekly contacts.
• Develop the relationship and solution with CSAT partners to drive improved agent tracking and customer feedback.
  
  
  

Daily, Weekly And Monthly Responsibilities

• Weekly contact calibrations
• Monthly review of training materials and training outcomes
• Work with peers on reducing contacts and promoting more self-service
• Devise and deploy standard scripts for agents to use
• Ensure reporting is fit for purpose
• Create future opportunities to improve efficiency
• Attend the vendor WBR's & MBR's, sometimes QBR's
  
  
  

Requirements

• BA or Bsc or equivalent qualification, candidates qualified to a master level very welcome.
• 5+ years' proven experience in Customer Service, Compliance, Quality or Audit role, specific operations management will be advantageous.
• Strong analytical skills, very numerate with the ability to manage a budget.
• Very strong stakeholder management skills, a strong communicator both verbal and written.
• Strong process focus, attention to detail, good at reporting and ability to react/adapt to the changing business needs.
• Knowledge of general business software and aptitude to learn new applications; proficiency in Microsoft Office (Word, Excel, Outlook)
• Bilingual communication skills (advantage, but not essential)
  
  
  

Benefits

• Competitive salary
• Discounted and unlimited travel to over 230 destinations
• Defined Contribution Pension Scheme
• Death in Service Benefit - Up to 2 times of annual basic salary
• 20 Days Annual Leave - Increasing to 22 days after 12 months and 25 days after 3 years of continuous service
• Option for up to 5 additional unpaid leave days per year
• Cycle 2 Work Scheme
• Unrivalled career progression