Temporary Higher Executive Officer, Contact Centre Manager

Role Purpose

Cpl are seeking a Temporary Higher Executive Officer - Contact Centre Manager for our client Coimisiún na Meán. The successful candidate will be employed by Cpl on a 12 month temporary assignment working in Coimisiún na Meán. This role is required to lead and oversee the organisation's operational service delivery function, including governance of the outsourced contact centre provider, management of service performance, regulatory compliance, operational risk management, and customer service quality. The role is responsible for monitoring SLAs and KPIs, managing escalations and incidents, supporting supplier and contract management activities, leading service continuity planning, and driving continuous improvement initiatives. The increasing complexity and volume of operational governance, stakeholder management, reporting requirements, and service performance oversight necessitate dedicated leadership and management capacity.

About the Team

The Communications and User Support team at Coimisiún na Meán plays a vital role in shaping and maintaining the organisation's reputation and relationships with key stakeholders, internally and externally. We are responsible for developing and implementing communications approaches that promote awareness and understanding of Coimisiún na Meán's remit and activities. This includes engaging with the media, and elected representatives, managing our online presence, and overseeing events, as well as internal communications. Through our work, we aim to foster a positive and informed public discourse on media development and regulation in Ireland and beyond, and provide clarity on our organisation’s role, responsibilities and activities.

Key Responsibilities

Contact Centre Governance

• Lead the operational relationship with the outsourced contact centre provider.
• Chair operational governance meetings.
• Monitor SLA and KPI performance.
• Ensure contractual obligations are achieved.
• Drive continuous improvement initiatives.
• Prepare governance reports for senior leadership.

Operational Oversight

• Manage operational escalations and incidents.
• Monitor service demand, capacity and performance trends.
• Lead service continuity and resilience planning.
• Manage operational risks and mitigation activities.
• Ensure timely resolution of customer service issues.

Regulatory Accuracy

• Ensure customer interactions remain within regulatory requirements.
• Review and approve operational scripts and guidance materials.
• Support audit and compliance activities.
• Escalate complex regulatory matters where required.

Process Ownership

• Develop and maintain Standard Operating Procedures (SOPs).
• Establish escalation processes and governance controls.
• Develop contact handling frameworks.
• Define and monitor service standards.

The above is intended as a guide to the general range of duties and is intended to be neither definitive nor restrictive and is subject to review.

About You

Essential Skills, Experience and Expertise

Applicants should demonstrate substantial experience in one or more of the following:

• Contact centre management.
• Operational service delivery management.
• Outsourced provider governance.
• Supplier and contract management.
• Service performance monitoring and reporting.
• Quality assurance and continuous improvement.
• Incident, escalation and risk management.
• Customer operations within a regulated environment.

Essential Skills and Qualifications

• Proven leadership and people management experience.
• Strong operational management capability.
• Experience managing SLAs, KPIs and service performance frameworks.
• Excellent analytical, reporting and decision-making skills.
• Experience preparing governance reports and executive briefings.
• Strong stakeholder engagement and communication skills.
• Excellent organisational and planning abilities.
• Strong Microsoft Office and reporting tool proficiency.

Desirable skills

• Experience within a regulator, public body or regulated industry.
• Contact Centre Management Experience
• CRM platform governance and operational oversight.
• Service design and process improvement experience.
• Business continuity and resilience planning experience.
• Quality assurance framework development.
• Project or programme management experience.

Desirable Qualifications

• Project or programme management qualification.
• Professional certification in operational management, service management, governance, or related disciplines.

Additional Beneficial Attributes

• Strong supplier relationship management capability.
• Experience leading teams through change and transformation.
• Excellent stakeholder influencing skills.
• Commitment to delivering high-quality customer and stakeholder experiences.
• Strong risk management and problem-solving skills.