Logistics Call Centre Manager

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 CSA’s 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 6–8 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:

• 3–5 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