General Manager

General Manager Customer Engagement Centre Cork EMEA

Collins McNicholas is delighted to partner with a global organisation in the appointment of a General Manager, a pivotal leadership role with full site accountability for one of the company's flagship Customer Engagement Centres in EMEA.

This is a rare opportunity to lead a large-scale, high-impact operation, shaping its future through stabilisation, cultural transformation, and sustainable commercial growth.

The Opportunity

Reporting to the Senior Director of Operations, the General Manager will define and deliver a compelling vision for the Cork Customer Engagement Centre, aligning local strategy with global service standards and enterprise priorities. This is a 50% strategic / 50% operational leadership role with full site P&L and budget accountability, and revenue-based targets.

This is not a steady-state leadership role. It requires a leader who can stabilise, transform and grow. The Leader we are seeking: This role requires a senior contact centre leader with proven experience managing large, complex operations. Cultural and leadership fit is paramount.

You will bring:

• 8-10+ years' progressive leadership experience
• Senior-level contact centre expertise
• Demonstrated P&L ownership and financial acumen
• Experience leading large-scale change and transformationStrong stakeholder management across global and enterprise environments
• A data driven, commercially focused mindset

Leadership Style That Will Thrive

• Approachable, visible, and present
• Strategically strong yet willing to "get back to the floor"
• Comfortable balancing vision with operational detail

Initially, this leader will be highly visible in day-to-day performance oversight, coaching through Operational Managers, and building rapport with both leaders and associates.

You will work closely with:

• Senior Director of Operations
• Senior Director of Human Resources
• Finance teams
• Wider leadership teams
• Local Operations Managers, HR and Finance

Candidate Profile

• Degree in Business, Marketing or related discipline (preferred)
• OR 10+ years' relevant professional experience demonstrating exceptional performance
• Minimum 5 years in senior contact centre leadership
• Strong understanding of financial models and cost allocation
• Proven experience driving cultural and organisational change
• Experience operating in global or matrixed environments

Why This Role?

This is a career-defining opportunity to:

• Lead a large, high profile operation
• Shape culture and performance at scale
• Drive tangible commercial impact
• Build a leadership legacy in a transformational environment

If you are an experienced contact centre/operations leader ready to take full site ownership and lead meaningful change, we would welcome a confidential conversation.

For a confidential discussion and more information on the role, please contact Michael O'Brien.

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