Description

Ryanair are currently recruiting for an Operations / Process Transformation Manager to join the Customer Service Team of Europe's Largest Airline Group.

This is an excellent time to join Ryanair as we look to grow to over 800 aircraft and 300m guests per year within the next 10 years.

This is an excellent opportunity for an ambitious, ambitious, driven and hardworking professional to join Europe’s busiest customer service team  to lead and support the performance management of contact centre operations within Ryanair

As part of this growth story, we need to ensure that our contact centre operations are optimised to achieve more with less, fundamental to this transformation will be how we use technology to transform the call centre operation from the traditional structure to one that has a considerable amount of automation and data underpinning the handling of tier 1 query types.

We are seeking to recruit an experienced process/ operations specialist, someone who can recognise the benefit of putting in place the correct knowledge management tools, quality monitoring solutions, Multilingual chat platform and understand how to use technology to solve customer problems.

Reporting to the Head Business Transformation (CS) 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

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.

Daily, weekly and Monthly Responsibilities

• Monthly review of training materials and training outcomes. With a view to identifying efficiency and improving happy paths, eliminating bottle necks
• 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
• Understand the use of AI across CS, inputting and shaping the future use of this.

Long Term Objectives: 

• Work very closely with the Head of Business Transformation to ensure that the next items in the CS initiatives roadmap are identified and sized according to impact.
• Constantly review the effectiveness of the AWS IVR and Chatbot to ensure great call to chat deflection and call containment.
• Review the effectiveness of contact center agents, their support teams, any admin support so they are effective and efficient and with a focus on constant automation opportunities.
• Continuous improvement of internal 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.
• Input to and help deliver the AI strategy across calls, chats and contacts within CS. Help shape the future of contact centers.

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)
• Fluency in another European language will be highly regarded 

Benefits

• Competitive salary
• Discounted and unlimited travel to over 250 destinations
• Defined Contribution Pension Scheme – Matched up to 5% or €5,000
• 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
   

Competencies