Logistics Call Centre Manager

Title : Logistics Call Centre Manager Location : Dublin 9 Terms : Full-time, permanent, office-based, 9am-5.30pm Mon-Fri Package : €45-65,000 + Pension & Healthcare A Dublin 9-based logistics company is establishing an EMEA Call Centre and requires an experienced Call Centre Manager. This will be a hands-on role while the department is established and over time, the team will grow to 6-8 CSAs when fully operational. Therefore, the role will initially manage a small but growing team responsible for customer communication, shipment tracking, and operational support for domestic and international logistics operations across multiple markets. Key Responsibilities : Lead, coach, and develop a team of 68 call centre staff over time, ensuring high service standards. Oversee daily operations of the EMEA call centre, ensuring efficient response to customer queries and shipment updates. Manage point-to-point tracking of all EMEA express shipments from collection through to delivery, ensuring timely communication and issue resolution. Coordinate with internal departments and external partners to support smooth logistics operations. Monitor call centre performance metrics, prepare reports, and implement service improvements. Support and train staff in EMEA languages, cultural awareness, and customs / legal requirements (training provided). Handle escalations and complex client issues professionally and efficiently. Ensure compliance with company policies, customer service standards, and relevant legal / regulatory requirements. Contribute to the growth and development of the call centre function as the business expands. Develop long-term strategies to scale the call centre function, including workforce planning, technology adoption, and continuous improvement initiatives. Actively support the team by handling calls, tracking shipments, and providing cover during peak periods or staff absences. Minimum Requirements : 35 years proven experience managing or supervising a call centre or customer service team, ideally in logistics, freight, or a related industry. Strong leadership skills with the ability to build, coach, and develop a small team into a high-performing unit. Hands-on operational capability, comfortable managing escalations while also covering day-to-day tasks (calls, tracking, reporting) when needed. Knowledge of logistics / transport processes (shipment tracking, customs, international delivery networks). Excellent communication skills (written and verbal), with the ability to liaise across internal teams, external partners, and customers across EMEA. Proficiency in call centre tools / CRM systems and strong reporting / analytical ability to monitor KPIs and implement improvements. Ability to manage across multiple markets cultural awareness, flexibility, and willingness to learn EMEA compliance / regulatory requirements. IAC-Sep25 Skills : Leadership & Development Operational knowledge Communication Excellence Benefits : Pension & Healthcare